YH
Young HDear 12Go Customer Support Team,
I am writing to formally complain about the cancellation of our ferry service from Batangas Port to Balatero Port on October 1, 2026, and to request a full refund of the original round-trip ticket price of EUR 119.05.
**1. Original Round-Trip Booking**
We purchased round-trip ferry tickets through your website for the following journeys:
- Outbound: Batangas Port to Balatero Port, October 1, 2026, at 2:30 PM.
- Return: Balatero Port to Batangas Port, October 4, 2026, at 11:45 AM.
- Booking reference: 12GO32654097.
- Total amount paid: USD 140.01 / EUR 119.05.
**2. No Staff Available at the Port**
When we arrived at Batangas Port for our scheduled departure, we found only a notice stating that the ferry was under repair. There were no staff members available at the ferry company's desk to explain the situation or assist us.
We were extremely confused and distressed. After making inquiries, we had no choice but to arrange a speedboat for USD 200. We also had to pay PHP 2,500 for transportation to the port where the speedboat was departing.
These additional expenses were incurred because our scheduled ferry service was cancelled and we had to find alternative transportation at short notice.
**3. Cancellation Notice Received After the Scheduled Departure Time**
At 2:49 PM on October 1, 2026, 19 minutes after our scheduled departure time, I received the following email from 12Go:
"Due to the cancellation of the trip Batangas Port to Balatero Port on 01-Oct-26 14:30:00 by Galerian Water Transport Services, we issued a refund of 44.65 EUR via Credit or Debit Cards."
If the cancellation had been communicated at least one day in advance, we would have had time to make alternative arrangements.
Instead, your notification arrived after the scheduled departure time, leaving us with virtually no opportunity to prepare. This caused considerable stress, confusion, and unexpected additional expenses.
**4. Confusion Regarding the Return Journey**
The email we received also referred to a period from October 1 to October 26, during which the ferry service would not operate. Based on this information, we understood that our entire round-trip booking had been affected.
At the time, we were already dealing with an extremely stressful situation in an unfamiliar country. All four members of our group were 69 years old, which made the lack of timely information and assistance particularly difficult.
If your company had clearly informed us that the return ferry scheduled for October 4 at 11:45 AM would still operate normally, we could have understood the situation sooner and avoided further confusion.
Unfortunately, no such clarification was provided. Consequently, we made another booking through 12Go for travel from Balatero Port to Batangas Port.
- Additional booking reference: QR-1338-20261002-33249730.
- Actual departure: October 4, 2026, at approximately 11:00 AM.
We made this additional booking because we believed our original return journey might also have been cancelled.
**5. Concerns Regarding the Partial Refund**
Our original round-trip tickets cost EUR 119.05 in total. However, 12Go informed us that only EUR 44.65 would be refunded.
We do not understand why the refund covers less than half of the original amount when the cancellation and the lack of clear communication disrupted our travel arrangements so significantly.
In addition to the original ticket payment, we had to pay USD 200 for a speedboat and PHP 2,500 for transportation to the alternative departure port. These unexpected expenses, together with the additional booking and the considerable stress we experienced, made an already difficult travel situation even more challenging.
We are mentioning these additional expenses to explain the full circumstances and the impact this incident had on our group.
**6. Our Request for a Full Refund**
In view of the circumstances described above, we respectfully request:
1. A full refund of the original round-trip ticket payment of **EUR 119.05**, rather than the partial refund of EUR 44.65.
2. A written explanation of why only EUR 44.65 was offered as a refund for our original round-trip booking.
3. A review of the handling of this cancellation, including the timing of the notification and the lack of clear information regarding the return service.
We purchased a round-trip ticket through your platform in good faith. The late cancellation notice and the lack of clear information left us with little opportunity to make proper arrangements and resulted in additional expenses, confusion, and considerable stress.
We believe that a full refund of our original ticket payment is a reasonable and fair resolution under these circumstances.
We hope 12Go will take our complaint seriously and resolve this matter promptly and fairly.
Please confirm receipt of this complaint and provide your written response.
Thank you for your attention.
Sincerely,
Young Han
Email: young589kR@naver.com
Puerto Galera — Batangas, Trajekt Fast Boat, Galerian Water Transport, 19. lis 2026.
MR
Ma RIm not happy at all
Puerto Galera — Batangas, Trajekt Ekonomska klasa, Island Water (Island Water), 15. lip 2026.
CM
Criscel MDelayed trip
Puerto Galera — Batangas, Trajekt Turistički, Island Water (Island Water), 29. svi 2026.
RR
Ruby RThe operator and bus driver of ceres and goldstar transport are very helpful
Puerto Galera — Batangas, Trajekt Fast Boat, Galerian Water Transport Services X (Galerian Water Transport Services), 19. svi 2026.
RC
Ryan Ceasy and affordable. I totally recommend, it saves you time at the dock.
Puerto Galera — Batangas, Trajekt Fast Boat, Galerian Water Transport Services X (Galerian Water Transport Services), 11. svi 2026.
IC
Inbakalatheeswaran CIt is amazing Service and user friendly. But the price is too much high. Compare to Office Room purchase 300 PHP is extra charged by 12GO.
Puerto Galera — Batangas, Trajekt Fast Boat, Galerian Water Transport Services X (Galerian Water Transport Services), 3. svi 2026.
MJ
Mark JA bit disappointed because we were moved to the 11am flight when in fact we have paid and will of course be responsible to meeting and beat our time of reservation. Plus the person in the counter could have said it nicely instead of embarrassing me letting all other passengers hear about our concern.
I think you should improve the services by letting the online confirmed and paid for tickets remain with their owners. Do not sell to others. It is the responsibility of the one coming to beat the reserved time.
Puerto Galera — Batangas, Trajekt Fast Boat, Galerian Water Transport Services X (Galerian Water Transport Services), 28. tra 2026.
GC
Gian CThe departure time is delayed, supposed to be 1pm but we depart at 2:30pm. Disappointing and disrespectful to people’s time!
Puerto Galera — Batangas, Trajekt VIP klasa, Island Water (Island Water), 7. tra 2026.
MJ
Mauro JAll good only time in schedule was 45 minute and we did 1 hours and 15 minute
Puerto Galera — Batangas, Trajekt Fast Boat, Galerian Water Transport Services X (Galerian Water Transport Services), 25. ožu 2026.
EK
Eduardo KEverything was ok
Puerto Galera — Batangas, Trajekt Fast Boat, Galerian Water Transport Services X (Galerian Water Transport Services), 11. ožu 2026.
