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  1. Support
  2. General questions

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.

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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. Can you inform the operator that I am stuck in traffic / running 30 minutes late / ask to wait for me?
  12. I haven't received the refund yet

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. What are railway stations like in Vietnam?
  11. Traveling with children on Vietnam trains
  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. Can I board the train at the later train station in India?

Sri Lanka Railways

  1. Is it possible to deliver the original train ticket to my hotel in Sri Lanka?
  2. When will I receive the voucher?
  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. Can I change the departure date for a Sri Lanka Railways booking?
  6. My name on the ticket is not spelled correctly. Can you update it?
  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?

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. How II Class sleeper trains look like in Thailand
  10. Is there a restaurant / snack bar on the train?
  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?

Cambodian Bus Tickets

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

Taiwan High Speed Rail

  1. Is it possible to change the date, time, class, or route after the train ticket has been confirmed?
  2. How can I update passenger details after the ticket was confirmed?
  3. Is it possible to change or cancel a ticket at the train station counter directly?
  4. Where can I pick up or exchange my train tickets for Taiwan Railway?
  5. How to cancel a Taiwan High-Speed Rail ticket?
  6. Limitations
  7. How do I know if my ticket is confirmed?
  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?

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?

China Railways

  1. How much luggage can I bring with me on China Railways train?
  2. How do I know if my ticket is confirmed?
  3. How do I cancel my China Railways ticket?
  4. Prohibited items
  5. Is it possible to change the route/time/date and class of my ticket?
  6. Can we change the seats?
  7. How long in advance can I book a China Railways ticket?
  8. My name on the China Railways ticket is misspelled. Is that a problem?
  9. Force Majeure
  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. Can I change the departure date for New Zealand Railways booking?
  7. I am traveling with children – how can I book train tickets for them?
  8. How much luggage can I bring with me?
  9. Is there a restaurant / snack bar in the train?
  10. Is a meal included in a New Zealand Railway ticket?
  11. My New Zealand Railways train is delayed or canceled
  12. When should I arrive at the train station?
  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. How much refund can I get?
  4. I don't see the refund on my account
  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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