12Go Reviews 

I had to give a fantastic review as the team were just brilliant. I am moving to Japan in August and first need to get to BKK from chiang mai, but I’m travelling with a rigid wheelchair, a normal bicycle and a recumbent trike, so the coach was the only option. I’ve flown before, got the day train, and driven myself - 12Go have been the best company to deal with thus far. As the trike is an unusual item in Thailand, but it will easily fit, I made sure I reached out to the team with Ardana, Khem, and Vanshika handling the issue so well and really professionally - understanding my needs instantly. I couldn’t be more happy with how it was all dealt with - so I know I’d be in good hands when I travel next week. I sent over the measurements and some pictures so they could talk to the bus driver and I got a responded back super quick, with the good news following very quickly. I’m so happy I wasn’t stuck struggling to sort out an alternative as there really isn’t one. I offered to help load the trike and pay for an extra seat, but they assured me that it was all ok and the driver would tell me the price when I get there - but I don’t expect it to be too much compared to the £170+£70 I need to pay to fly next month.

I highly recommend 12Go as the booking system is very easy and simple, the automatic booking emails are quick and in native English (not Google translated) and the team all write in perfect English - so if you have a unique request or specific needs, be sure to reach out to the team.

This isn’t a review of the bus ride itself - but I’m sure it will be a much more comfortable ride for me as I am disabled and need a proper chair for long journeys, plus I’ll finally enjoy seeing the sites more than on the train.

Really great attitudes and responses.

The website is a little irritating to use and the filter options are pretty random, but I booked my train ticket without difficulty and customer service was quick when I asked to have my tickets resent (I suspect they got lost in the spam filter the first time). Caught the train (Chiang Mai-Bangkok) with no issues by showing my e-ticket on the phone. All in all, it's fine.

Five different vehicles to get from Vientiane to Chiang Mai, and we ended at a different terminal from what I paid for. Would NEVER use this service again or recommend to anyone. A nightmare trip.

The driver Drove very good and did a small break which was good for us.
He reached the Chiang Mai 1 hour earlier .

Fiz uma compra de passagens aéreas na 12Go (reserva 686LNW), no trecho Chiang Mai → Krabi, com data incorreta por erro no momento da compra.

Ao tentar alterar a data, fui informada pela Bangkok Airways que o voo correto estava lotado, e que qualquer solicitação de cancelamento ou reembolso deveria ser feita diretamente com a agência (12Go).

Entrei em contato com a 12Go diversas vezes, solicitando não um reembolso integral, mas ao menos um crédito para utilizar em outros serviços dentro da plataforma, uma solução simples e justa, considerando que o bilhete não foi utilizado.

A empresa recusou qualquer alternativa, oferecendo apenas o reembolso da taxa de embarque de aproximadamente R$ 18,00, ignorando completamente meu pedido de crédito ou voucher para consumo dentro do próprio site.

A 12Go, como intermediadora, tem sim responsabilidade sobre a solução do problema, conforme a própria Bangkok Airways declarou nos e-mails que possuo documentados.

Solicito, portanto, que a 12Go reconsidere minha solicitação e ofereça uma solução justa, seja crédito na plataforma ou reembolso parcial, considerando que o serviço não foi prestado.

Caso não haja solução, estou preparada para seguir com as medidas cabíveis, inclusive disputa no cartão de crédito e divulgação da má conduta da empresa nas plataformas de defesa do consumidor.

I booked a flight (booking 686LNW) from Chiang Mai to Krabi through 12Go Asia. Due to a mistake in the date selection, I tried to change it, but Bangkok Airways informed me that the flight on the correct date was fully booked and that any refund or cancellation should be handled directly with the agency (12Go).

I contacted 12Go several times, not asking for a full refund, but simply a credit or voucher to use on the platform, since the ticket would not be used. Despite this being a simple and fair request, 12Go refused to offer any solution, providing only a refund of the airport tax (THB 130), approximately R$18.00, and ignoring my request for a credit or voucher within their own platform.

As the intermediary, 12Go is responsible for assisting with these matters, as clearly stated by Bangkok Airways in their communication with me.

Therefore, I ask that 12Go reconsider and offer a fair solution, such as a partial refund or a reasonable resolution since the service was not provided.

If this does not happen, I am prepared to proceed with a formal dispute with my bank and further consumer protection actions.

Update after 12Go’s response:

Thank you for your reply, but I completely disagree with your justification. The airline (Bangkok Airways) has made it very clear, in writing, that any refund or cancellation must be handled by the agency (12Go). I have this communication fully documented.

Since I was forced to purchase the correct tickets directly (to avoid losing availability), I am no longer requesting a credit or voucher. I am now requesting a fair refund (even partial) for the service that was not provided.

Refusing to refund anything beyond the mandatory airport tax is completely unacceptable. Because of this, I have opened a formal dispute with my bank and filed complaints on consumer protection platforms.

I will keep this review updated based on how 12Go chooses to handle this matter moving forward.

I have paid very expensive tickets from Chiang Rai to Chiang Mai

Thank you to Jom & Khem who helped with my bookings and transfer by coach / bus from Chiang Mai to Chiang Rai. Brilliant service!!
All the best JG from the UK

Party of 4 went to Thailand. All of us booked several international and domestic flights months ahead of our vacation. Two got their flight from Chiang Rai to Bangkok cancelled a week early.
Me and my friend had it worse: when checking in, only one of us showed in AirAsia reservation. We contacted AirAsia (it was a swift and easy process) and they informed us that they only received a request for one passenger and there for we had to contact 12Go. This was impossible.... we opened a ticket with 12Go the 30 of April and to this date we had no reply whatsoever. We were abandoned and left to solve things by ourselves. The flight was on the 3 of May and as the days went by without a reply to the ticket we opened on de 30 of April, we started to worry. At first we attempted to contact by other means but there were none available. The bot was worthless, an unending loop of courtesy sentences. We ended up buying a new ticket directly from the airlin. Luckily there were seats available on the same flight.

To summarise: unreliable and irresponsible when taking care of their costumers not providing a accessible and useful support.

Do not risk your money and specially your peace of mind and vacation quality with them.

********Update********

Got a email from them yesterday (04.04.2025). They alleged they did something, in my experience, very atypical: having bought 2 tickets together and registered them together, as is confirmed on their receipt, they filed them individually... so we had to check in individually.... the thing is, I ran several combinations of the 2 reservation codes with several of the missing passenger names/surname. And nothing. Nevertheless, even if they registered the reservation on some other name/surname combination we did filed a ticket asking for assistance, 3 days before the flight, and got no reply, no instructions.

It could have been averted.

And they still do not want to reimburse us for the flight we never took because they did not have the means to provide a timely propper support.

*******update************

So there you have it. Reading their reply, I should have guessed there would be problems before the airline opened the checkin. Considering most airlines open checkin 24h before departure, Air Asia opening 3 days before the flight was not enough for them. And I waited to the last minute to ask for help: opened the assistance ticket on 30 of April for a flight scheduled to occur on 3rd of May. That's 72h in advance, and still not enough...
If you look other reviews you will notice the same excuse: we are flooded with requests.

My view: do not risk it. Do not book from them.

I WAS EXTORTED AT WINDOW #4 CHIANG MAI TERMINAL 3

I had my mobile bus ticket to go from chiang mai to Kanchanaburi which has at the very top no need to print mobile ticket. I was told the mobile ticket isn’t good and forced to pay cash to the lady at the window 4 or else I could not get on the bus! I went to the information booth in which they called the police. The police would not come downstairs to assist and I was forced up pay to go to my next destination after I already paid and showed the PAID VOUCHER.

We travelled from Chiang Rai to Chiang Mai, by bus, on tickets bought through the PLATFORM 12Go (note I see many reviewers here confuse platform with bus operator). The tickets were bought, the bus was there, we were shown to our reserved seats, and the bus delivered us to our destination. Mission accomplished. We considered that a perfect service.

I tried to purchase a train ticket from Bangkok to Chiang Mai. I went through the booking process and submitting payment I was taken back to the login screen. The ticket was still in my cart and there was no confirmation on the website or email to say the booking was successful. I went back to the cart and resubmitted the booking and then subsequently discovered the booking had been duplicated. I contacted support straight away but the representatives just sent generic responses saying that the tickets are non refundable. Clearly the issue was due to their poor IT and obviously I do not want to purchase two identical tickets. After several emails back and forth I am unable to receive a satisfactory response and they are ignoring my request to speak to a senior staff member. The level of customer service is appalling.

If anyone from the company is reading this I would appreciate it if someone helpful could contact me.

My advice, purchase tickets directly from the provider and not through this website. I will not make the mistake again.

Updated with my response to Paul who responded to my google review : clearly an error has been made and clearly I do not want two tickets to Chiang Mai. You should do the honourable thing and arrange the refund or at least one of your staff could reply to my emails. Very poor

Booked 2 tickets from Bangkok to Chiang Mai and the tickets weren’t even next to each other

Booked tickets through Baolau and got tickets next to eachother

Lost $84 as no refunds

Wouldn’t book anything from 12go again

Lol your response literally makes no sense when I clicked I on preferred seats I chose that I preferred a lower birth and wasn’t even given that for either. Maybe instead of making excuses for every bad review you could offer better customer service

Regardless I wrote this review to encourage people to book through Baolau as their customer service has been far better than 12go

Lol Paul funny lad love ya work

Thanks for putin in all that effort to help me I appreciate your help mr Paul x

Currently leaving a 1 star review as my bus/taxi hotel pick-up to the Thai-Laos border never arrived.

Booked 2 tickets with 2 days in advance and received a confirmation the next day.

It came to the day, 5am pick up from the hotel in Chiang Rai to the border to get across friendship bridge. We waited from 4:45am till 6:30am and we were not collected from the hotel. The website does specify to “wait some time” but almost 2 hours is a bit much.

We will see what happens once we get to the border, the review may get better… or worse.

All the other times I have used 12GoAsia, as long as you go to their office and check in it’s fine. Arranging collection is far from this.

EDIT:
Bus-taxi never arrived this morning, we were waiting from 4:45am till 6:30am.

This is almost 2 hours after we were waiting for the bus-taxi and as it never arrived we decided to get the public bus to the Thai-Laos border (140 baht each, x2 280 baht).

We made our way to the help desk which had a 12GoAsia logo on, assuming the assistant would be able to help, which they did not and we had to pay to cross the border over Friendship Bridge (70 baht x2 people and backpacks). In addition, once we had arrived, the taxi to take us from the station to Huay Xai slow boat pier cost us 120000 Kip (60000 Kip per person). This cost should have been included in the ticket, showing on the confirmed ticket provided by 12GoAsia, and did not work.

We arrived at the slow boat pier to find out the ticket station was closed and after reading the signs, there is only one boat a day at 9:00am. This was never made clear to us. Given that the bus-taxi had picked us up any time after 6:30am we still would not have made the 9:00am slow boat.

As a result of these set backs we have now have missed out on our (non refundable) accommodation in Pak Beng and Luang Prabang, plus the transport issues aforementioned, costing us an extra £70+ on top of the now useless and unused ticket we purchased from 12GoAsia.

At the very least I am expecting a full refund and compensation for the additional costs I have had to pay as a result of 12GoAsia negligence.

Because of this I will not be using 12GoAsia and wouldn’t recommended anyone else does either.

2nd edit:
I did receive a full refund, but the inconvenience of the no show booking still stands.

Dreadful!!
We arranged to buy our Chiang Mai to Bangkok Train tickets via 12go several months before our trip to ensure we would secure 1st class. They clearly sat on our cash for months and did f all in terms of booking the tickets.
Instead, they email a week or so before our trip to tell us there's no 1st class availability and Instead there's only upper berth second class available.
Despite asking them why, given we booked months ahead, we can miss out, they just ignore.
Pathetic service, will never use again

Do not have any confidence in this company. They are liars. I booked a train ticket with them between Chiang Mai and Ayutthaya. They canceled my ticket and sent me a refund without contacting me about it, providing any alternatives or doing anything to help out. I was left scrambling to resolve the situation on my own. You should only book with them if you are happy having no confidence at all that you will receive what you paid for.

The app hates my phone, apparently. I had the entire lower level of the bus from Bangkok to Chiang Mai reserved, because ApplePay couldn’t get through until I emailed CS. Every time I pause, I have to hard reset the app. Too much work and time wasted.

Booked a train from bangkok to chaing mai months ago. Have just been told the class of ticket i booked is not available a few weeks before im due to leave. I said i want a refund but its proving very complicated and protracted. The email communication is very very poor,evasive and unhelpfuI. I would avoid booking with this company.
17.11 update. In response to there later reply : If you look at the booking you will my name is on it. I cant see the point in selling tickets that you are not able to provide. You continue to hold the payment for the tickets you have been unable to provide and have still not refunded them, despite numerous emails.

I booked two plane tickets from Bangkok to Chiang Mai, which were paid and confirmed by 12GoAsia, but I didnt received the booking info and tickets in time.

The flight was in less than 24h and only after I paid I got the information that the actual booking could take more than that. If it was not possible to book in time, it shouldnt have been confirmed and charged.

I never received my tickets and when I went to the AirAsia counter at the airport, they said I didnt have a ticket for that flight.

I had to buy tickets to a later flight, loosing the whole planned day at Chiang Mai and the money that I sent to 12GoAsia.

I opened a support case but no reply or refund yet.

Very unpleasant situation and I will not book in this website again.

UPDATE: A full refund was issued. Still, it would be good that the website warns that it might not be possible to get the tickets in time BEFORE you pay

The driver was very safe on the road and extremely polite and accommodating. Excellent and convenient service! Thank you.

A hassle free Train from chiang mai to bangkok! Was looking at the tickets for a few weeks and the regulations was originally supposed to pick up the tickets but when i was booking the regulations changed to e ticket which was sent to our email! How convenient! We have a swift boarding experience and the whole place was clean and tidy even the toilet! My opposite passenger wanted the bed to be fix and as per request the staff assist immediately and it was fascinating to watch as the staff was super fast with the bed arrangement!
There is some awesome local food outside the train station which we ate for dinner. And i did ordered another meal when i was onboard and the portion of the meat was a lot! Do give it a try! Definitely was a good experience!