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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