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  1. Support
  2. General questions

General Terms and Conditions of our Service

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

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General questions

  1. How can I contact 12Go?
  2. How do I cancel my ticket?
  3. I cannot pay or have canceled/failed payment
  4. How do I change the trip date?
  5. I did not get my ticket
  6. Do I have to print out anything?
  7. What is 12Go?
  8. I made a mistake with my email address
  9. How much luggage can I bring with me?
  10. The ticket is not bookable - why not?
  11. I haven't received the refund yet
  12. I lost my booking confirmation. What can I do now?

Ferries in the Philippines

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

Vietnam Railways

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

Buses in the Philippines

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

Indian Railways

  1. The departure/arrival time is shown as N/A on my Indian Railways ticket
  2. Can we seat next to each other on an Indian Railways train?
  3. My name on the Indian Railways ticket is misspelled. Is that a problem?
  4. When will I receive my Indian Railway tickets?
  5. I don’t have a seat number on my Indian Railways ticket?
  6. Train delays
  7. How does the boarding work in Indian Railways?
  8. Is a meal included in an Indian Railway ticket?
  9. Can I get a Child/Senior Citizen ticket for Indian Railways?
  10. How long in advance can I book an Indian Railway ticket?
  11. Can I change the departure date for an Indian Railways booking?
  12. The Indian Railways train I want to book is not shown on the website.

Thai Railways

  1. How do I know if my ticket is confirmed?
  2. Where can I pick up my train tickets for Thai Railways?
  3. Can I travel with my girlfriend / boyfriend in the same cabin?
  4. We want to sit together. What should we do?
  5. Thai Railways train tickets delivery
  6. Can I board a train in Thailand with a PDF? Do I have to exchange it?
  7. Is passport number really necessary? Can I change passport details it after purchasing tickets?
  8. Can I pick up train tickets before the travel date?
  9. Is there a restaurant / snack bar on the train?
  10. How II Class sleeper trains look like in Thailand
  11. I have put the wrong passport number for one of the passengers. Can you change it?
  12. My departure is early in the morning and your office opens too late. What can I do?

Sri Lanka Railways

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

Cambodian Bus Tickets

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

Japan Rail Pass (JR Pass)

  1. How can I make a SEAT reservations?
  2. Until when is my Rail Pass valid on the last day?
  3. What happens if I have to delay / cancel my trip?
  4. How do we provide Japan Rail Pass?
  5. About Japan Rail Pass (JR Pass)
  6. Japan Rail Pass Conditions
  7. Is it possible to deliver our Exchange Order paper to the hotel in Japan or Worldwide Shipping?
  8. Can I make seat reservations on particular train?
  9. Do I need a Rail Pass for children?
  10. How to collect Exchange Order Paper and redeem it to Japan Rail Pass?
  11. Japan Rail Pass compensation policy
  12. How long The Rail Pass Exchange Order Paper / Japan Rail Pass valid?

Taiwan High Speed Rail

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

China Railways

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

New Zealand Railways

  1. How do I know if my ticket is confirmed?
  2. Can I update my passport number?
  3. How long in advance can I book a ticket?
  4. How to cancel New Zealand Railways ticket?
  5. Can we sit next to each other on a New Zealand Railways train?
  6. How much luggage can I bring with me?
  7. When should I arrive at the train station?
  8. Is a meal included in a New Zealand Railway ticket?
  9. My name on the New Zealand Railways ticket is misspelled. Is that a problem?
  10. Is there a restaurant / snack bar in the train?
  11. My New Zealand Railways train is delayed or canceled
  12. Can I change the departure date for New Zealand Railways booking?
  1. Are the bus tickets e-tickets?
  2. Do I get free food, drinks, blankets? Are there stops on the way? Is there a toilet in the bus?
  3. How are bus tickets delivered?
  4. I am traveling with children – how can I book bus tickets for them?
  5. I want to know how the seats in the bus look like
  6. Will my bus stop during the trip? How many stops will be on the way?
  7. Will the bus wait for me at a border crossing?
  8. My bus leaves from Southern Terminal? How do I get there?
  9. The aircon is too cold / did not work
  10. Why is there no WiFi on the bus? English movies?
  11. Will the bus depart on time?
  12. Will my bus arrive on time?
  1. How are ferry tickets delivered?
  2. I am traveling with children – how can I book ferry tickets for them?
  1. Can I receive a refund for my ticket?
  2. How can I pay?
  3. I don't see the refund on my account
  4. How much refund can I get?
  5. Payments in The Philippines
  6. I have paid more than it is shown on your invoice (PayPal/Bank fees)
  7. How to make an extra payment
  8. There was the amount of 30 Baht / 1 USD deducted from my account. Why did this happen?
  1. How to book tickets using 12Go?
  2. Ticket confirmation process
  3. I do not have a 12Go account. How do I get one?
  4. How to use the credits?
  5. What are the 12Go credits and how do I get them?
  6. I want to book for a large group of people. How can I do that?
  7. How do I get from A to B?
  8. How to check the balance in my account?
  9. What if the new trip is more expensive than my balance?
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