Brand Overview: 12go
12go, often referred to as 12Go Asia, is an online travel agency and ticket booking platform. Founded in 2012 by Alexey Abolmasov, the company is incorporated in Singapore but maintains its primary operations hub in Bangkok, Thailand. It serves as a major digital gateway for travelers navigating regional transportation networks.
Contact Info
The official customer support email for the company is [email protected]. 12go does not publicly list a general customer service phone number. The company states that it relies on automated forms and email to handle inquiries, though specific contact numbers for transport operators or regional support are usually provided on the ticket voucher after a booking is confirmed.
Industry and Operations
12go operates as a multimodal e-ticketing platform that connects travelers with local transport operators across Southeast Asia and other global regions. By aggregating data from thousands of providers, the company allows users to compare routes, prices, and schedules in one place. Its primary services include:
- Bus and shared minivan ticket reservations
- Ferry and boat transfers
- Train ticket bookings across national railway networks
- Regional flight reservations
- Private transfers and travel insurance
User Sentiment
Overall user sentiment for 12go is highly polarized. While it is heavily utilized for its broad coverage of regional transport, a substantial volume of user feedback points to significant frustration when trips do not go as planned. Customers frequently report that the platform takes minimal responsibility for the failures of its third-party transport operators.
- Strict Refund Policies: Customers frequently complain about denied refunds or overly complicated refund processes when transport operators cancel services or when users need to change their plans.
- Operator Reliability: A major source of frustration involves buses or vans arriving hours late, failing to show up entirely, or dropping passengers off at unexpected locations rather than the destinations printed on the tickets.
- Poor Communication: Users often mention that they are not notified of schedule or platform changes in a timely manner, resulting in missed connections.
- Lack of Urgent Support: Because there is no public phone number, travelers facing immediate crises at bus terminals or ferry ports report feeling stranded with no way to get fast assistance.
- Pricing and Fees: Some users complain about unfavorable currency conversion rates at checkout and high commission fees compared to buying tickets directly from the operators.
Share Your Experience
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