Review Time
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 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 !
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 !
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.
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 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.
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