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.
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