FAQ: Support

Thai Railways

How do I know if my ticket is confirmed?

We offer two types of tickets for Thai Railways, the e-ticket, and the paper ticket.
The E-ticket is issued immediately after the payment and sent to your email address. These can be issued within 30 days of departure.
The paper tickets are purchased by our staff at the station. The railways may release them at different times, 7-90 days before the departure.
Once your tickets are secured, we will send you a confirmation email with the details.

Where can I pick up my train tickets for Thai Railways?

E-tickets do not need to be picked up.
You can use them directly from your device.

The paper tickets can be pick-up up at our office in Bangkok or delivered to the train station or your accommodation in mainland Thailand.
To check the delivery options, please add the trip to your cart.

Also see: How train tickets are delivered

Can I travel with my girlfriend / boyfriend in the same cabin?

Yes, you can. Mixed gender is no problem on trains in Thailand.
If you book a single seat in a VIP compartment with double occupancy, you will be placed with a person of the same gender.
And 'ladies only' carriages are for ladies only. You may have missed this part in the text above.

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 rare cases will the seats not be adjacent: for example, when a train is almost fully booked, and only a few seats are left. The bigger the group, the higher the chance that not all of its members will stay together.

For the instant e-tickets, the seats will be assigned automatically.
We can not guarantee they will be next to each other or even in the same car.

Thai Railways train tickets delivery

There are four available options:

  • Pickup at our offices Office hours are 10:00 - 19:00
  • Hotel delivery for 100 THB
  • Parcel room at the train station delivery 100 THB.
    The ticket pickup point can be selected during the checkout.

Please note:
We do not ship to islands in Thailand due to numerous lost tickets.

Is passport number really necessary? Can I change passport details it after purchasing tickets?

Yes, we would not ask for them otherwise. You may need to present your passport when you check in.

Can I board a train in Thailand with a PDF? Do I have to exchange it?

If you booked the non-instant tickets, you would need to come and pick up the old-fashioned paper train tickets at our counters or we post them to you. You cannot board the train with the 12Go PDF voucher.

However, with the e-ticket, you will receive an actual ticket in your mailbox and can board the train with it on your phone.

Can I pick up train tickets before the travel date?

Generally, yes, you can. If the tickets come with a pick-up, you can get them any day after receiving the confirmation email. Bookings with delivery service will be arranged according to the information you provide at checkout.

How II Class sleeper trains look like in Thailand

Please take a look at this video: https://www.youtube.com/watch?v=kkKxEJxef6A

Is there a restaurant / snack bar on 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 in a VIP cabin the staff on some trains will try everything to prevent you from going to the restaurant. If you want to enjoy it, just go. Beverages are not free on trains. If you order or take something you have to pay for it, often even if the staff tells you 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 onboard. Please remember that nothing you get on the train will be free of charge.

I have put the wrong passport number for one of the passengers. Can you change it?

Yes, we can. Simply send us a brief notice, and we will update the system.

My departure is early in the morning and your office opens too late. What can I do?

Please contact our support team in advance to arrange the pick-up.

I got a new passport. Can you change the number?

Yes, we can. Simply send us a brief notice, and we will update the system.

I am traveling with children – how can I book train tickets for them?

Infants below three 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 a ticket. You can book a normal adult ticket, and we will refund the difference in cash when you pick them up, but you have to inform us in advance, so our employees know they need to buy a child ticket. Children are only allowed in lower berths for safety reasons.

We do not recommend purchasing e-tickets if you are traveling with children.
The child fares are not available, and you might end up having upper berths for them, which is not allowed.

Why is my train not bookable?

If your train is not bookable, it is sold out, or the sales for the route (short routes) are yet to open. If there are no train tickets, you can check alternative means of transport.

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 a short time, all available tickets are sold out. 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 get the message already that your departure is full. Our employees are humans. Sometimes they might forget to update the availability.

The e-tickets show availability directly from the railways' system. However, it's not perfect, and the trip may actually be sold out.
If you receive an error, please try booking another train or class.

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, please make sure you have a gap of at least 5 hours between your train arrival time and a connecting flight!

Do they sell alcoholic beverages on the trains in Thailand?

No, alcohol is not sold on trains. You are not allowed to consume any alcoholic drink on board of the trains or at the station.

Can you send the tickets to me by post?

Please check the delivery options in the cart.
We have stopped any shipping services to hotels on the islands in Thailand. We also can send the tickets to the parcel office (cargo department) of your departure train station. It’s a cheap and efficient way to get your tickets before departure, but please ensure you will get to the train station before the office closes. Some parcel offices are not open 24/7.

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 to someone of the same gender. Provide the correct information to be allowed boarding. There is nothing we can do to help in case of an error. State Railways of Thailand is very strict on this topic.

I want to travel more than 1 month ahead. Can you arrange SRT Railway tickets for me?

Yes, we can. You will receive a payment receipt immediately and a confirmation that the tickets are available for pick-up about 4-12 weeks before departure for long routes, 1 week on shorter train routes.

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 on trains could be set to a temperature that would make a polar bear smile, so you better make sure to bring an extra jacket or your own blanket. You can also ask the train conductor for a blanket.

What is the size of the berths?

The upper berths are shorter than the lower ones. If your height is 185 cm or less, you will fit in an upper berth perfectly. If you are taller than that you should try to get a lower one.

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?

Thailand Railway requires physical tickets to board their trains.

If you purchased an instant ticket, there is no need to pick anything up.
You receive the ticket in your mailbox and you're good to go.

If the you purchased a manual one, we can deliver it to your hotel (mainland), parcel room of the departure station, or you can pick it up at our office in Bangkok if you are there before your trip.
Please check out the options in the cart.

How do I get from Bangkok to Koh Samui by train?

We have various options available for trips from Bangkok to Koh Samui. Combo tickets with train+ferry and transfers included in the trip are unavailable now. Please opt for separate trips via Surat Thani or Chumphon.

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 seats for you next to each other.

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.

Does the train leave on time?

Most of the time it does. But please do not plan your connections based on those times. We recommend always having a significant gap between trips.

Can my friend/someone pick the Thai Railways ticket for me?

Yes, if you inform us in advance. The person picking up the tickets must sign them upon pick-up. Usually, it has to be the payer - we do it to avoid chargebacks from customers claiming they never received tickets, but your authorizing email is also enough to stand as proof for the bank.

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 wherever 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 on the day of departure.

Motorbikes on Thai trains

You can follow a detailed guide at this page from Rider Chris.

Disabled Passengers on Thailand Railways

Disabled passengers are welcome 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.

Vietnam Railways

What kinds of classes are available on Vietnam Railways?

There are 4 main types of carriages: 1st Class Sleeper, 2nd Class Sleeper AC and 2nd Class AC Seats Only, Cabin 2x. 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 travellers 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.

Cabin 2x

This is a special class and it's not available on all trains. It is very similar to the first class, but there are only two berths in the cabin. The upper ones are either folded or missing.
You must purchase both berths, if you travel alone. The compartment will be only for you.

What about luggage on trains in Vietnam?

You can carry your luggage onto the cars and keep it above you, on special racks, or underneath your seat. Some travelers secure their bags to the rack with a bicycle lock.

There is no hard limit on 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.

When will I receive my tickets for Vietnam railway?

If you made your booking more than 96 hours before departure, your tickets will be automatically reserved for Vietnam Railways, and the booking will be completed by our partner's staff as soon as possible. Bookings on Vietnam Railways are made within 96 hours, and bookings for all private trains are sent directly to our partner's staff for completion. Please remember 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 the time specified on your receipt, please 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 before departure. This can vary by the type of seat/berth you wish to book. Private train operators are open more than 60 days in advance.
If you plan on traveling to Vietnam around the Tet holidays, which will take place during the last week of January and the first week of February, ticket sales may open as early as the first week of November, and we recommend booking as soon as possible.

How does the boarding work in Vietnam trains?

Boarding procedures are subject to many variables such as station, staff, time of day, etc. You may sometimes have to show your e-ticket to access the platform, and the conductor will scan it onboard the train. At other times, you can board without showing your ticket before having it checked 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, which you need to present at the operator's window at the station or office nearby. The voucher will also contain directions to the ticket pickup location.

Will the Vietnamese train arrive on time?

Vietnamese trains are not always on time. There is often a delay, sometimes several hours. Do not plan your connecting flight without a significant break between train arrival and your next departure.

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 can complete your order. It happens in less than 1% of cases. We will email you a list of possible options for Vietnam Railways, 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 book the available train for you and send you an email notifying you of the change. We promise there will be no noticeable difference in the quality of service for the new booking.

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 planning to store your luggage at the station for any significant amount of time.

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 to the station the day before 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 bike's size and the staff's mood. 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 it 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 Wi-Fi 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 of purchasing items once onboard will be limited. The railway might have affordable food and drinks.

Traveling with children on Vietnam trains

Children under six travel for free, aged 6 to 9 get a 25% discount for sleeping berths and seats; aged ten and over - total price. Children can only travel 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 their age when boarding. If you want a child to have their seat, you must book a regular ticket, and we will apply a discount of 25%.

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 attached to the state trains. Tracks span the country's length and generally run near the coast, which enables magnificent views. Nearly all major tourist destinations can be reached by train, and in most cases, it is faster than taking the bus and, indeed, 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 common, but trains often make up for lost time and arrive on time.

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 we do not display results for the 3rd Class hard seats for some routes. If you 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 service availability varies between routes and is generally inconsistent. We are happy to check with the railway upon request.

Ferry tickets

How are ferry tickets delivered?

Ferry tickets don’t need to be delivered. You either check in with your voucher on the phone or exchange the printout for the actual ticket at the pier. Please check the information in the trip description on the website and the voucher after you receive the confirmation.

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?

Often, they are. Please check for the e-ticket sign on the trip.
Sometimes, you must show the voucher at check-in to get the boarding pass.
In other cases, operators require passengers to print the voucher and keep it as a ticket during the trip or exchange it for a paper ticket at the station. We have no control over these rules and can’t affect the carriers’ procedures.
Some operators will check your ID before boarding: passport, driver’s license, student card, or any other government-issued document will work. Failing to provide those or a mismatch in the numbers may be a reason to deny boarding.

How are bus tickets delivered?

We do not deliver any bus tickets. Please check the boarding procedure on your PDF voucher.

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 always know what will be provided on your specific trip. On long routes, there will be stops. Some operators have a long break around the middle of the way, some stop every few hours, and some provide free food in a restaurant on the way. Most buses are equipped with toilets.

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 2-3 years of age travel for free if they can share a seat with an adult.
If children's discounts are available, an age field will be available on checkout, and the discount will apply automatically.

I want to know how the seats in the bus look like

Please take a look at the picture on the booking page. It shows the vehicle you can expect to travel with. Due to technical problems, the operator may have to change the bus type. Please take pictures and send them to us, and we will refund the price for a different class.

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 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 your passport, if you lose 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. They will take your luggage and keep it at the final destination until you come to pick it up. Usually, you can continue your journey from the border with the next bus. Please call the bus company using the number on your ticket.

My bus leaves from Southern Terminal? How do I get there?

From Suvarnabhumi Airport, take the Airport Link to Makkasan station and change to the MRT subway to Hua Lamphong station. Then, take a taxi or an air-conditioned bus, number 40. It's a starting station that passes through Wongwian Yai and Charan Sanit Wong Road. Expenses are around 20-25 baht. We do not recommend this route because it takes a lot of time, but if you have a lot of time and want to get a new experience, it's okay for you.

From Suvarnabhumi Airport, take the air-conditioned bus number 556. They service around 06.00 AM—09.00 PM and cost around 24-35 Baht.

If you stay in the Sukhumvit area, you can take the air-con bus number 511 (orange color) to the 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 of around 45 minutes or more. (Depends on traffic.)

If you stay in the Khao San Road area, a taxi is the best way because it's the fastest.

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 speak Thai. Therefore, the entertainment is in the Thai language. Usually, the buses are not (yet) equipped with wifi.

The aircon is too cold / did not work

Unfortunately, the air conditioning in Thailand's buses, trains, planes, and cinemas is often set to a temperature that would make a polar bear smile. We recommend you carry a blanket or jacket with you. If the air conditioner breaks down, please get in touch with the operator's staff. We won't be able to help you there.

Will my bus arrive on time?

No, you will most likely arrive ahead of schedule or a little late. Transit times depend on traffic conditions, weather, the driver's experience, and many other factors. We try to give the times as accurate as possible, but there is no guarantee you will arrive exactly at the mentioned time.

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 would 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 must find a taxi and that the taxi may take longer during rush hours. Please study your route in advance. For example, if you're buying a bus ticket to Chumphon, the bus will stop at Chumphon and not bring you to the ferry station. We also provide joint tickets that will take you the whole way through.

I have booked a very expensive cruise ship departing from Thailand. Do you provide a shuttle service?

Yes, we can arrange a luxurious transfer from the airport to Laem Chabang port for you at a fraction of the price the passenger line would charge.

How to use our system

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.

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.

  1. The list of operators available.
  2. The trip schedule. Please remember that the schedules are for reference and Asian operators can often depart earlier or be late.
  3. Departure and arrival stations. Click on the station name to see it on the map.
  4. Customer ratings for the trips. Click on them and read them to make an informed decision.
  5. The class of transport.
  6. The ticket price. If the child tickets are available, we will show the child price too.
  7. 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.
  8. 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 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.

I do not have a 12Go account. How do I get one?

Every 12Go customer automatically receives an internal credit account with their initial booking. It can be accessed simply by logging into the profile. Visit https://12go.asia/en/login, enter your email address and the password. If you do not know the password, press the “Forgot Password?” button and follow the instructions sent to your email address.

How to use the credits?

Find the route you prefer, select the trip you like and click 'Book Now'.
Enter your information on the 'Trip Itinerary Payment' page.
Select '12Go Internal Account' for your payment method.

What are the 12Go credits and how do I get them?

The 12Go credits can be topped up by you or they can be received as refunds after cancellations or after price changes. The funds on the internal account can be used to book any ticket or service that 12Go offers. Bookings can be made from the 12Go account without any transaction fees. Credit amounts on the account can not be redeemed in cash, to credit cards, PayPal or any other way and can not be transferred to other accounts.

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 group-bookings@12go.asia 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 quickly with a quotation. We will try to make this as easy as possible for you.

How do I get from A to B?

Enter the origin and destination stations, choose the departure date, and press the Find tickets button. The system will show you all available connections. Pick a departure time that suits you, push the green book now button, follow the suggestions, and get your ticket. If no direct connection is available, try searching for the major stations on the route. If you can’t find the name in the search field, we don’t have any trips from/to this point yet.

How to check the balance in my account?

After logging in, search for any trip on the website, then click on the “Profile” button at the top of the page.
The amount will be shown at the bottom of the check out page when you make a new booking.

What if the new trip is more expensive than my balance?

Find the route you prefer, select the trip you like and click 'Book Now'.
Enter your information on the 'Trip Itinerary Payment' page.
Select the payment method to cover the price difference and check the “Spend the 12Go credits” box.

Payments and Refunds

Can I receive a refund for my ticket?

If the cancelation policy you accepted before payment allows refunds, your ticket can be refunded. Please note not all payment methods are refundable. In some cases, you can only receive credits for future bookings.

How can I pay?

Payment methods are shown at checkout and may differ depending on your location. We do not accept payments from banks and territories under sanctions.

How much refund can I get?

You can get the amount provided in the cancelation policy for voluntary cancelations.

I don't see the refund on my account

If you paid 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 is sent to you less than 24 hours after the initial payment, no transaction will occur, and no funds will be taken from your account at all. Your bank will probably not notify you about the refund.

I have paid more than it is shown on your invoice (PayPal/Bank fees)

Your receipt shows the ticket price and online booking fees. Depending on the payment processor, there might be additional charges. These have nothing to do with 12go or your ticket. They come with the payment process. They can not be refunded unless we cannot provide the ticket you requested. Additionally, there might be charges from your bank for currency exchange. It 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.

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.

PayPal
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.

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.

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.

Myanmar Railways

Cambodian Bus Tickets

Travelling by Bus in Cambodia

Traveling 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. 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, 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. 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

Express buses are the most common buses in Cambodia. They generally have 45-55 seats in rows of four, with two on each side of the aisle. 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 slightly cramped on many 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 that they can sell out a few days before departure. All Express buses should have A/C (which may be too strong) and make rest stops every few hours at prearranged times. The food at these rest stops often leaves much to be desired, but plenty of prepackaged snacks and drinks will keep you going.

Van

Traveling in Cambodia by van is often faster than traveling by larger buses, but what you make up for in time, you lose comfort. Vans likely seat 12 or 15 passengers and it is rare for one not to be full once you depart. Luggage space is limited, and at least one piece of whatever you bring will probably 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, by the standards of your home country, be best described as ‘crazy,’ ‘insane,’ or ‘suicidal.’ But rest assured that they are none of the above and behave normally for this part of the world.

China Railways

How much luggage can I bring with me on China Railways train?

The luggage allowance is 20 kg for adults and 10 kg for children. Luggage measures should not exceed 160 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 know if my ticket is confirmed?

Our partner in China issues the China Railways ticket. Once your ticket is confirmed, we will send you a 12Go voucher with the booking number you must present at any counter to get your boarding pass.

Prohibited items

Flammable goods, explosives, dangerous items, knives, flammable liquids and solids, compressed gases, poisons, corrosives, and strong-smelling food are prohibited.

Is it possible to change the route/time/date and class of my ticket?

Unfortunately, the route/time/date/class of a China Railways ticket cannot be changed. If you need to change something, you must cancel the ticket and make a new booking.

How do I cancel my China Railways ticket?

Please get in touch with 12Go directly via the "Open Support Case" button below for inquiries, questions, or cancelations. You may also have a refund button in your profile.

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, and we cannot specify their exact locations.
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?

We accept China Railways bookings far ahead of the journey. But they will be confirmed about two weeks before the trip.

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 is confirmed. Please make sure that the names are correct and that your passport is still valid on your travel date, or wait until you have a new passport before booking.

Where can I pick up my train tickets for China Railway?

To collect the physical train tickets at your departure station, use a 12Go PDF voucher. The PDF voucher can be printed or shown on a phone. Make sure to have your ID to prove your identity.

My China Railways train is delayed or canceled

The operator may cancel or reschedule your trip due to severe weather conditions. Please request a refund at the station, and send us a message 5-10 days later so that we can check if we receive it from the railways.
We will not get an automatic notification.

Force Majeure

If delays happen, force majeure, natural disaster, and there wasn't proper prior notice from China Railway, 12Go shall not be liable for this as it isn't under the control of 12Go.
12Go will neither cover any loss and expenses incurred in connection with it nor refund the price of the tickets.
We ask that you check all your travel details and departure times in advance.
If you have any questions, we will offer our assistance and support.

Is there a restaurant / snack bar in the train?

Restaurants are available on China Railways long-distance trains. You can bring your food on long-distance rides.

Can I bring my pet with me?

China Railways does not allow pets on board.

I am traveling with children – how can I book train tickets for them?

Unfortunately, there are no child fares available from China Railways.

When do I arrive to the station?

Ensure to be at the departure station at least 1 hour before departure.

Sri Lanka Railways

Is it possible to deliver the original train ticket to my hotel in Sri Lanka?

It is! The delivery service to any hotel in Sri Lanka costs 8 USD. You can select the delivery option during the checkout process when booking or contact our support team later. Please enter your hotel name, address, phone number, and check-in date into the “Additional Notes” box.

When will I receive the voucher?

We offer two types of tickets for Sri Lanka Railways.
Our partner issues the first type manually by queueing to the station. Once your ticket is secured, you will receive the PDF ticket confirmation by email.
These tickets are confirmed between 30 and 10 days before the departure date.
You must use the 12GO PDF voucher to collect the actual train tickets at our partner’s office in Colombo, Sri Lanka.
The office is located in the 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, on the ground floor (inner office near the stairway).

 Please note that the ticket cannot be picked up on Sundays and on Public Holidays in Sri Lanka.            

We can also arrange a delivery to your hotel; the additional cost will be shown on checkout or sent by our support team at the time of request. Please enter your hotel name, address, phone number, and check-in date into the “Additional Notes” box. We require at least 5 days to arrange it to cities other than Colombo.

The second type is an instant ticket. Those are mostly the leftovers of what was not sold at the station on the first day of sales.
You should receive the e-ticket a few minutes after we receive your payment.

How can I get the original Sri Lanka Railways train ticket?

For non-instant tickets: The 12Go voucher can be printed or screenshot on a suitable electronic device and presented with the passport at Stef Lanka, Office No. 7, in the Welikada Plaza Building.
GPS Coordinates 6.9092441,79.8954407**
Monday to Saturday, 9:30 – 18:30.
The Rajagiriya bus stop is a 200 m walk from the office.
The public buses that stop here are 144, 176, 177, 171, 174, 175.

Alternatively, you can request that the tickets be delivered to your hotel for an additional fee. You can select the delivery option during checkout when you make the booking or add it later by contacting our support team. Please enter your hotel name, address, phone number, and check-in date into the “Additional Notes” box.

Instant tickets will arrive in your mailbox, and you can print them out using the ticket number directly at the station.

How long in advance can I book a Sri Lanka Railway ticket?

The tickets can be booked far in advance until they are sold out. Please check the different types of tickets we offer before making your decision.

Can I change the departure date for a Sri Lanka Railways booking?

Your ticket can be changed if you request it at least 35 days before the departure date. Once the tickets have been confirmed, however, they cannot be changed anymore.

Is there a baggage limit for Sri Lanka Railways?

You can take your baggage on the train and place it on the overhead racks. Large items will instead be on the floor or might be loaded in another carriage. Please make sure to contact the railway staff about your oversized baggage. There is no defined allowance in kilograms yet.

Can I get a Child/Senior Citizen ticket for Sri Lanka Railways?

Children younger than three years old travel for free. Please do not enter their details. Children aged three and older need to have a ticket, full adult fare. No senior discount for foreigners is available.

Is a meal included in an Sri Lanka Railway ticket?

The ticket does not include meals. Although there is a restaurant car on some trains, we recommend bringing your own food and beverages.

Can I bring my pet with me?

The operator does not allow pets on board.

My name on the Sri Lanka Railways ticket is misspelled. Is that a problem?

Once the ticket is confirmed, the passenger details can’t be changed. Minor mistakes usually do not matter, but always have an original ID to prove your identity in case of a misunderstanding during the trip.

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 the Sri Lanka Railways ticket cannot be changed after the confirmation.

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.

My name on the ticket is not spelled correctly. Can you update it?

The passenger's name cannot be changed once the ticket is confirmed. Please make sure that the name is correct when you make the booking.

Can I travel with bicycle or motorbike on the train?

It is not possible to bring a bicycle or motorbike on the Sri Lanka Railways train. The trains do not have a cargo carriage.

Force Majeure

In case delays happen, force majeure, natural disasters, and there wasn't proper prior notice from the operator, 12Go shall not be liable for this as it isn't under the control of 12Go. Refunds for such cases can be requested only in person at the station. 12Go will not refund such tickets or any fees for providing the service at our expense.
12Go will neither cover any loss and expenses incurred in connection with it nor refund the ticket price.
We kindly ask you to take responsibility for checking all your travel details and departure times in advance.
We gladly offer assistance and support if you have any questions.

Indian Railways

The departure/arrival time is shown as N/A on my Indian Railways ticket

If you plan to travel further, the exact timetable may not be known yet. Indian Railways gives a disclaimer to avoid any misinformation due to changes in the timeline. Most of the train's departure times will be shown on the website. You can check your exact departure time ten days before the departure here: https://enquiry.indianrail.gov.in/ntes/index.html.

Can we seat next to each other on an Indian Railways train?

You can select your preferred 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.

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 or driver's license).
Also, if the last letter or letters of your last name are missing, this is not a problem. This happens because of the limited number of symbols allowed in the Indian Railways system.

I don’t have a seat number on my Indian Railways ticket?

No seat numbers will be shown on the ticket if you booked first-class tickets. 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

When will I receive my Indian Railway tickets?

The booking is usually confirmed within a few minutes.
However, the system may have downtime, and our team must fix the error manually.
If the ticket is unavailable for any reason, we will send you a message to offer an alternative solution.

Is a meal included in an Indian Railway ticket?

This depends on the train and class you booked. Please get in touch with our support team for details.

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. Your seat/berth number is 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

Can I get a Child/Senior Citizen ticket for Indian Railways?

Children under five travel for free. You do not need to book a ticket for them unless you prefer a separate seat or berth for them.
However, you do need to add them as a passenger in your booking. Their ticket price will be deducted automatically after you provide their date of birth.
Children over five years old will be charged a total adult price and must have a separate berth.
If you wish your child to have a separate seat/berth, please provide their age as 5.
Indian senior citizen discount is not available on our website. Foreigners are not entitled to this discount.

Train delays

Indian Railways may change the departure time without prior notice.
Please check your exact departure time using the link https://enquiry.indianrail.gov.in/ntes/index.html before your journey.
If delays happen, force majeure, natural disaster, and there wasn't proper prior notice from Indian Railways, 12Go shall not be liable for this as it isn't under the control of 12Go. 12Go will neither cover any loss and expenses incurred in connection with it nor refund the price of the tickets.
We kindly ask you to take responsibility for checking all your travel details and departure times in advance.
We offer our assistance and support if you have any questions.

Can I board the train at the later train station in India?

This is not recommended. The train conductor can fine you. Seats with missing passengers can be marked as no-shows, and the ticket can be resold to other passengers.

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, you can cancel them according to the policy and book new ones for the correct date.

The Indian Railways train I want to book is not shown on the website.

Not all Indian Railways trains are available on the website. We are continuously expanding our services, and there will be more routes.
Some trains run on specific dates or days of the week.
The availability on the website is correct unless there are delays on the operator's side due to maintenance.

Why the route I searching for does not appear on 12Go website?

Unfortunately, we can not yet provide all routes from Indian Railways. If your desired route does not appear on our website, we recommend contacting the closest railway station in India.

How long in advance can I book an Indian Railway ticket?

Indian Railways tickets usually can be purchased up to 120 days in advance.
Some trains will become available only 30 days before the departure date.
We accept bookings further in the future and will confirm them with the railways as soon as the sales are open.

Is there a luggage limit for Indian Railways?

There is a luggage policy, but luggage is usually not weighted at 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.

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 the General Quota, which has the highest number of seats allocated in a train. It is available for common passengers (both Indian citizens and foreigners). Beware of scammers who may offer you something at the station! Please get in touch with only the official counters.

How can I get on the Indian Railways train coming from Delhi airport?

Delhi Airport Metro Express (orange line) will take you directly from Indira Gandhi International Airport to the New Delhi train station in about 25 minutes.

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, so it appears that the originally cheap tickets on certain routes become more expensive.

New Zealand Railways

Can I update my passport number?

New Zealand Railways do not require passport numbers during the booking of tickets.

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, a 12GO voucher with a seat number will be sent to your e-mail your email address.

How to cancel New Zealand Railways ticket?

For any inquiries or cancellations, please contact 12Go customer support directly.

Can we sit next to each other on a New Zealand Railways train?

If you book for two passengers, seats will be assigned together. If you are booking for one passenger today and the other tomorrow, you need to contact us to request 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.

Can I change the departure date for New Zealand Railways booking?

Yes, you can. You can request a change up to 48 hours before departure. Changes are subject to availability and additional fees.

How much luggage can I bring with me?

The 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.

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 food on a train.

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.

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.

I am traveling with children – how can I book train tickets for them?

Child fare is available for children over four and under twelve years old on the travel date.

How long in advance can I book a ticket?

New Zealand Railways tickets usually become available 90-60 days in advance.

My New Zealand Railways train is delayed or canceled

If your service is canceled for any reason, we or a travel operator will contact you. If any time is left before your departure, we will do our best to provide reasonable alternatives.

When should I arrive at the train station?

Please be at the train station at least 30 minutes before departure time.

Can I bring my pet with me?

Unfortunately, pets are not allowed on New Zealand Railways trains.

Can we change the seats?

Seats are automatically arranged by the system and cannot be changed after the ticket is confirmed.

Taiwan High Speed Rail

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 the 12Go voucher has not yet been redeemed for an actual paper ticket at the station.
Only the date and time of the departure can be revised. The route/class CANNOT be amended. Please cancel the booking if you need to change those.

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 is to cancel the original ticket and make a new reservation.

Limitations

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.).

Where can I pick up or exchange my train tickets for Taiwan Railway?

To collect the physical train tickets at your departure station, use a 12Go PDF voucher. The PDF voucher can be printed or presented on your phone. Make sure to have your ID to prove your identity.

Is it possible to change or cancel a ticket at the train station counter directly?

If 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?

If you have any inquiries, questions, amendments about the booking, or cancellations, please contact 12Go directly via the customer support form.

When should I arrive to the station?

Ensure to be at the departure station at least 30 - 60 minutes before departure.

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.

What should you do if you lost actual train tickets after them being redeemed?

Unfortunately, the ticket can't be printed twice. You need to buy a new ticket.

Is it possible to use the ticket to get on board between station on the same route?

Customers must get on/off the train at your designated station.

Japan Rail Pass (JR Pass)

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.

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.

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.

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.

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)
  • Gender
  • 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.

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.)

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 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.

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 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.

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.

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.

Busy Times

  • 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.

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.

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.

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

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.

Ferries in the Philippines

When will I receive my ticket voucher?

If you booked the ticket with an instant confirmation sign, you will receive it a few minutes after the payment.
For others, we will confirm the tickets with the carrier according to their procedures.
Please check the approximate confirmation time on your receipt.

How do I change the departure date and time?

Please check the amendment conditions on your ticket.
You can sometimes ask our support team for amendments; in others, you must contact the operator directly.
If the information is unclear, please send us a message.

Can I board the ferry with my ticket voucher?

For some operators, your e-ticket will be attached to the confirmation email with the 12Go voucher.
You must print it out and check in at the pier 2 - 4 hours before departure.
Others will only require the ticket number and give you a physical ticket at the pier.
Some partners will contact you before the departure to hand over the physical ticket before the trip.
Please check all the information in the trip description on the website and the 12Go confirmation email and voucher before the trip.

If the ferry is cancelled, can I get a refund?

If the trip is canceled, you are entitled to a refund.
Some operators will issue those at the pier; others will ask you to contact us.
Please get in touch with our support team if the refund was declined at the pier.

Buses in the Philippines

When will I receive my ticket voucher?

Please check the confirmation conditions by clicking on the offer on the website.

Trips with an instant confirmation sign will be confirmed within a few minutes.
Operators, with manual confirmation, will process your booking according to their internal procedures.
You can always check the approximate confirmation time on your receipt.

If the bus is cancelled, can I get a refund?

Most bus operators reserve the right to cancel trips or change their time schedules and dates of departure without prior notice.
Please get in touch with our Support Team for a refund if this happens to you.

How do I change the departure date and time?

Usually, refundable tickets can be changed according to your booking's cancellation policy.

Some operators will not allow changes or only process them when you contact them directly.

If the information is unclear, please message our support team.

Can I board the bus with my ticket voucher?

For most operators, you must go to the ticket booth to check in and receive your actual bus ticket.

Some operators require mandatory printing and may refuse boarding even if you have the voucher on your phone.

Please check the information on your PDF. We won't be able to help if the operator's conditions are not fulfilled.

Lost and Found

We encourage you to keep your belongings close to you and never leave them unattended.
If you lost an item during the trip, please contact the carrier's office immediately. They will be able to look for the item.
When the carrier doesn't speak the same language as you or you could not get in touch with their staff, please send us a photo of the lost item, and we will try to help you find it.
Please note, we can't send it overseas if you left the country or the continent. But we can try to ask the operator to ship it if they find it, usually at your expense.

General questions

How can I contact 12Go?

Please search our support articles using the search bar on the page and see if your question is already answered.
We do not have any hidden trips; if your preferred option is unavailable on the website, it either means we don't currently provide that specific service or the depletion of seat quotas.

To contact us directly, please click the "Open support case" below any article. Enter your booking number and email address, or choose the "I don't have a booking number" option.
The support form can also be used to cancel your bookings and download vouchers. To view the list of your bookings, please log into the system.

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?

Each operator has its own cancellation rules, which are displayed during the booking process.

To cancel your booking, please log in on the website and press the Refund button on the ticket in your profile.

Please contact our support team if you can't find the refund button before the cancelation policy expires.

I cannot pay or have canceled/failed payment

In case you have issues with the payment, please try the following steps:

  1. 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.

  2. 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 a 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.

  3. 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.

  4. Make sure you have your phone with you for 3ds security check. If your bank has 3ds protection, you will receive the code on 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.

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. Such fees are for the service we provide changing the ticket for you. After the service was provided the fees can not be refunded anymore, even if the operator cancels the new departure.

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).

I did not get my ticket

  1. Please check your spam folder.
  2. Please check your email address.
    Sending out the tickets is an automated process, and it works.
    The approximate time until you receive a non-instant confirmation ticket is written on your receipt.
    If you think you made a mistake with your email address, please read the next paragraph.

Do I have to print out anything?

It depends on the operator, but yes, you need to print the voucher in most cases.

We do recommend printing 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 in the emergency situation.

In case you are traveling by the Thai railways, there is no need 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 in the Western part of the country. Their main counters accept screenshots as well.

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.

I made a mistake with my email address

We can only contact you if you registered with the correct email address. 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 in to your travel account on the website, you need to 'reset password', and you will receive a password that allows you to log in again.

If we can not determine your correct email address, we will try to reach you by SMS. Please ensure you have entered a valid number with the correct country code.
If you are not notified that our mail to you bounced back, you need to contact us via the support form.
Please enter the incorrect email and the booking number, and write down the correct email in the comment so we know what to change.

How much luggage can I bring with me?

The trip description will usually specify luggage allowance. Clock any trip on the website to view the details. If it’s not defined, please check with our support team. Airlines will offer the checked luggage options on the checkout page. If you want to add checked luggage after the booking is confirmed, please contact our support team to review your options. Tickets for minivans are for people with hand luggage only. If your suitcase or backpack is too big to hold during the journey, you might have to pay an extra fee. Your luggage should be reasonable. Avoid high weights and volumes. A backpack/suitcase and some hand-carry are fine, but a sofa, washing machine, or fridge does not fit in the bus or is too heavy. If you plan to travel in a minibus with more luggage you can keep on your knees or under your seat in a minivan, you may have to book an additional seat for your bags. Minivans do not have a luggage compartment.

The ticket is not bookable - why not?

There could be many reasons: the trip is full, the trip was canceled, the online booking period is over/hasn't started yet, and the route is too short for online bookings.
If it is not bookable, you can do nothing about it. Please pick a different connection.

Can you inform the operator that I am stuck in traffic / running 30 minutes late / ask to wait for me?

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. Regretfully, we are not able to affect the departures of the trips provided by our partners.

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.

I lost my booking confirmation. What can I do now?

You can log in to the website with your email address and download it anytime.

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.

Is my seat guaranteed?

Yes, it is if you get your confirmation voucher. If you could pick a seat during the booking process, you will get it. Sometimes, the system automatically assigns the seat number, and you will receive the best seats available. Please note that some operators can change your seat without prior notification.

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.

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.

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.

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.

Are the online tickets more expensive?

We keep prices as low as possible and earn on mass sales rather than individual sales. An online booking fee might cover our expenses if we do not get a discount from the operator. Some tickets are subject to manual handling and require a higher fee.

My luggage was damaged or disappeared during the trip. What can I do?

12Go’s responsibilities do not include the customer's baggage getting lost/stolen/damaged. Please contact the operator directly. And do that as soon as possible. If you talk to them a few days after you travel, they might be unable to help anymore.

General Terms and Conditions of our Service

Please check Terms and Conditions here: https://12go.asia/en/terms

How many seats are left on the trip I want to take?

All trips with an instant confirmation sign will show the available seats when the trip is in your cart. Some have a seat map where you can select the arrangement, while others assign the numbers automatically. If the tickets are confirmed manually, the number of seats may not always be correct. Our support team will notify you if the operator can’t accommodate your booking. If our system shows no seats left, then there is none—no need to send inquiries. There is nothing we can do for you.

Do I have to pay for the shuttle from the train / bus station to the pier?

If you book the train and ferry separately, please make sure that you select the train station as the starting point for the ferry ticket.
Please ensure you do not mix up the airport, town, and railway station.
Everything is included in the price of tickets offered on the website as a package.

The system says 'this departure is full'. What does this mean?

It means what it says. There are not enough seats on this trip to accommodate the number of passengers you are buying for. The trips sometimes disappear from the website after a while.

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.

Can I bring my pet with me?

Most of the operators do not allow animals on board. Ferries may allow your pet on board if it travels caged on the outside deck. Taxi operators will charge an extra fee. Please check the trip description or contact our support team if the information isn’t there.

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.

Why don't you have child fare options on your website?

We offer tickets for more than 8000 operators with many 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 if it is not shown automatically on the booking page.

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.

Can I buy a return ticket?

You can easily book the return trip when you book the onward trip. Select the date for the return trip before clicking the Find Tickets button.

Can I use 12Go from anywhere?

Yes, you can. As long as you have access to the internet, you can book from a mobile or desktop and pay by credit card or PayPal from every country, not under international sanctions. We also support local payment methods, so please check the full list at checkout.

Airline requirements for international flights

Some airlines might occasionally check your documents regarding a valid visa for the country you wish to enter. Please remember that the airlines are responsible for transporting passengers if 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 lucky) only a hotel reservation. The airline can deny the boarding if you cannot show such documentation. 12Go encourages customers to check all visa and airline requirements before they book an international route.

How should I handle my valuables?

While we deal only with official operators obliged to guarantee your safety, it is good practice to avoid putting your valuables into the luggage. In our experience, when things go missing, it is never caused by our operators but by fellow passengers. Things you store under your seat might be within reach of the person behind you. Watch out.