12goasia Reviews 72

I booked ferry tickets through 12Go and cancelled within 6 hours. The transaction hadn't even processed from my bank account yet. Their policies only apply to completed transactions, not unprocessed funds. Do not let them trick you. They have tried to cover themselves at every angle with their policies but remember this: their policies do not state that you have waived the right to dispute 12Go’s service fees.

They offered me only €16 back on a €70 booking. I assumed it was 16 for each ticket because I bought 4 of them, not 16 for all of them. They kept €54. They then closed my support ticket and offered a 10% discount code (max $5 USD) instead of my money. I have not received the partial refund they claimed to have sent.

Customer service closed my ticket without resolving anything after claiming that I agreed to the operators price (£16) You can’t even cancel the booking without accepting the propose refund!!!! And just because the operator proposes an amount doesn’t mean it’s their final say. The ferry was meant for July!!!! It’s May!!!! There’s no reason they cannot refund my money in it’s entirety. Do not book with 12Go if you think you might need to cancel. You will lose almost all of your money. I am disputing this with my bank once the charge has processed (12Go could just reject the charge because it technically hasn’t left me account yet… but they refuse to do so) and I will also be contacting Singapore’s Tourism Board and CASE from Singapore. It’s time singapore understands what this dodgy company does in their country!!!!

Company deceit and fraud
Dont use, they are scammers.
No help and just take your money
AVOID ! you have been warned

I booked return transfer tickets for a minibus across the Yucatan peninsula in February 2026 through 12Go. When we arrived at the departure point there was no representative from either 12Go, or the carrier. We tried to contact them through the service numbers provided but none of these worked. We looked around for half an hour but couldn't find anyone, and then found a different carrier who informed us that the company who were supposed to be taking us didn't exist, so we had to pay again for a different transfer. When we got to the destination, there was still no ticket office or any representative from either company.
When I contacted the company for a refund, they initially responded and asked for some details of the trip. I provided these details, but then they responded asking for the same details again. I provided these again, but then haven't heard back from them for over 3 months. They didn't provide the service that I paid for (roughly £160), provided no assistance with the issue, were slow to respond and repeatedly asked for irrelevant details rather than issuing the refund I am owed, and have now stopped communicating with me, despite still not receiving my refund over 3 months after the trip. AVOID THIS COMPANY!!!

I would strongly advise against booking through this company. Based on my experience, there were consistent issues with transparency and communication. Important details were either unclear or misrepresented, particularly regarding services such as hotel drop-offs and connecting transfers. These were advertised as included, but upon arrival, they were not provided, and additional fees were requested instead.

While it may seem convenient to book everything in advance—especially when traveling through Asia—I would recommend dealing directly with the transport providers wherever possible. This can help avoid unexpected costs and unnecessary stress.

Overall, the lack of clear communication and reliability made for a frustrating experience, and I would encourage others to consider alternative options.

WE RECOMMEND YOU DO NOT USE THIS COMPANY!
Back in August 2025 we booked and paid for flight (on 13/03/2026) from Brisbane to Sydney with them on Jetstar. Jetstar apparently cancelled for Operational reasons our flight and refunded the money to 12Go in December 2025. Jetstar have confirmed this to us. We were not told this had taken place in December 2025. 12Go only advised us on the 12/03/2026 that our flight was changed to an earlier flight the same day with Jetstar. When we went to check-in we were told by Jetstar our seats were held BUT we needed to pay for the flight because 12Go had not, so to keep on our plans we have had to pay again ourselves.
We are in Contact with 12Go Customer service and they just say that the money is not refundable, so they have our money and have not provide a Service to us. They are very poor at responding and even tell us un-truths like your original flight was re-instated when it was not.
To our minds they are unethical and exhibit no Customer Care.
We would not use them against or recommend them to anyone!

The worst ticketing system ever!! I bought 3 train tickets for my travel in Egypt and after the first experience, i forfeited the other two trips.
The train ticket gets left at the 'police' stationed at Ramses bus station in Cairo, with no way to identify them. So, it's in an envelope marked Cairo to Luxor - 2. Just like the other envelopes. How in the world does someone fluent in english now tasked to read a train ticket with no name or reference and to top it off, its in Arabic!

Fast forward to me getting the ticket, get on the train, only to be told that the ticket i now have is for second class. My original booking was for first class. None of the workers or stewards on the train in Egypt can speak, let alone, read english so here i am trying to prove my point with my original booking and none of them knew what i was saying.

Anyway, it's 3 weeks later and i am yet to hear about my refund. The person that i called to speak to acknowledge the mistake but who knows when they will take responsibility for their errors.

I am confident that this is another way to scam travellers so everyone thinking of using trains in Egypt, please save yourself the frustration and dont do it!!

I am writing this review to share my very disappointing experience with 12Go Asia and to warn other potential users. Their payment system charged me several times for the same ticket, and their customer service failed to resolve the problem properly.

On October 31st, I tried to buy a bus ticket from Banyuwangi to Jakarta for the following day. The payment process kept failing to complete, so I retried a few times—four in total—only to later receive four payment notifications from my bank. I immediately contacted 12Go’s customer support to report the issue and request refunds, but only received automated messages that were completely unhelpful and irrelevant.

Two days after the planned trip, I finally received a response from a human agent, who said they could refund just one ticket because the trip had already taken place—when it was actually their delay in replying that caused this situation. They also refused to refund another ticket marked as "canceled" (which I never canceled myself), even though the payment had been successfully charged to my account. In short, I paid four times for the same ticket and only got one refund.

This experience has been extremely frustrating, and the company’s lack of accountability is unacceptable. I have purchased tickets online many times before in other platforms and have never faced anything like this. 12Go Asia should take responsibility for the flaws in its own system instead of making customers pay for its mistakes. I strongly recommend avoiding this platform.

I booked train tickets through 12Go and received an official email voucher showing departure at 12:50 PM.

We arrived at the station at 11:30 AM based on that confirmed voucher.

Later, we were told that the schedule had been changed. However, the update was sent only via WhatsApp. One passenger does not use WhatsApp, and no updated voucher was sent by email.

The official email voucher remained unchanged.

As a result, we had to wait over 4 hours at the station due to improper communication and notification failure.

This is not a simple cancellation case. This is a service and communication issue.

Very disappointing handling of the situation.

I want to share my experience for anyone traveling between Siquijor, Bohol and Cebu.

I booked ferry tickets from Siquijor to Tagbilaran 1 month in advance through 12Go. The confirmation stated that tickets would be secured 1 to 3 days before departure.

One hour before departure I was informed that they could not obtain the tickets and the booking was cancelled with refund.

This is the second time this has happened to me using 12Go in the Philippines.

Inter island ferries between Siquijor, Bohol and Cebu often sell out, especially on weekends and holidays. A cancellation one hour before departure creates a real risk of being stranded and missing onward flights. In my case I had flights from Cebu the next morning. I only avoided serious problems because I suspected this might happen and arranged alternative transport in advance.

Refund was processed, but reliability is the issue. Booking far in advance did not mean seats were actually secured.

For ferry routes such as:
Siquijor to Tagbilaran
Tagbilaran to Cebu
Cebu to Bohol

I strongly recommend booking directly with Oceanjet or the ferry operator rather than through an intermediary platform, especially if you have tight schedules or connecting flights.

This service may work if you are flexible, but for critical connections in the Philippines, direct booking appears much safer

They never sent me my ticket and was forced.to buy a new one at the station even after speaking to them directly and asking them to send it immediately.

There has been some confustion about a booking for a rail ticket from Thivim, Goa to Mumbai CST. This evening, I have spent several hours writing to 12goAisa to have a confirmation that my booked ticket still exists. They choose to reply by copying and pasting a one size fits all response and which does not confirm my ticket is valid, and which is important to me.

I have also attempted to resolve my need for reassurance through the online chat service. Similar to the copied and pasted answers to a question that I have not asked, I get answers to questions that I have not asked. I would like to do a little copying and pasting of my own, but TrustPilot won't let me. So, if you want to see it Tripadvisor do permit copying and pasting. Being a wishful thinker, I hope my ticket is till valid for travel on 6. February.

12Go provides very poor customer support.
They do not respond properly, leave you alone with all the issues, and make no real effort to help when something goes wrong.
There is no phone number, no way to speak to a real person, and communication is extremely slow and unhelpful. When you have a problem, you are basically left on your own.
Very disappointing experience. I would not recommend this service if you expect reliable support or accountability.

I booked a train from Phitsanulok to Udon Thani on 12GO, and turned out there's no such train. They made a mistake with the province , the actual train ride was from Tha Phra in Khon Kaen, but it was listed as Tha Phra in Phitsanulok.
I had to email them 5 times - with them answering there is no mistake - I had to show them on the map etc., for them to finally realize, yes, there were. mistake, and finally refund me, but their mistake cost me extra cost because I had to book a bus last minute that was double the price.
And I could have been stuck there as the buses were almost full !

We booked a 5 hour van ride via 12go starting at 13.00. We would be picked up at the airport. On arrival we found that we did not actually book a van but we first had to walk to another intermediary office. The local intermediary had our booking (we could see it on het list) but did not arrange anything at all. She started calling after we arrived. After 2 hours of waiting we were finally in a van together with 8 others. The driver was ignoring us all and had other plans first. We drove all around town for small pickup jobs and did not actually go to our destination. In the end the trip took us 10 hours instead of 5.

The return trip we booked via a local office. Driver was already waiting at pickup point, we arrived within 5 hours.

Never ever using 12go again.

We booked two tickets from Koh Tao to Surat Thani airport 4 days before departure.
15 hours prior our departure they CANCELLED our tickets saying that the seats were full! TOTALLY UNACCEPTABLE!

Totally disingenuous set up. Not only do they overcharge on seat bookings but I have discovered that they appear to increase their profits by converting currencies at the total and then taking a "turn" on that too. Then they allocate a seat, even when they are not the provider and then deny bthat they are responsible for changing it, but the provider is. Even though the provider rejects this. Rotten sdervice.

Extremely poor customer service. Difficult to contact support, slow responses, and incorrect handling of an urgent date change. Avoid for time-sensitive travel. Would not recommend 12Go.

We booked train tickets via 12Go for Sri Lanka. The train did not operate due to landslides, so the service was not provided at all.

Despite this, 12Go refuses to refund the service fee and refers customers to an impractical and unreasonable refund procedure: passengers are required to appear in person at a main railway station (e.g. Colombo Fort) with passports to request a refund from the railway – even if they are international travelers already following a fixed itinerary.

This means spending significant time and money to recover a very small ticket amount, which is clearly disproportionate and unrealistic.

While I understand that 12Go acts as a “platform”, keeping the service fee when the service could not be delivered and offering no meaningful support or alternative solution is extremely disappointing.

Conclusion:
Technically correct responses, but no customer-oriented solution, no goodwill, no accountability. I would not use 12Go again for train bookings in Sri Lanka and cannot recommend it to other travelers.

This is a super crooked,lier company!they changed my card and gave me nothing!after I missed the train ride in Laos .after 2 days they said somebody was waiting for you at the train station to deliver you the ticket which is a super lie .Never use this damn lier .

They take money off me for a bus ticket from Dhaka to Khulna then tell me I have to go 13km out of Dhaka to some travel agents office to pick up a physical ticket! I ask for a refund because this is ridiculous. Silence.