YM
Yuki MI want to share a serious complaint about my recent trip from Penang to Hat Yai with Zee Zenith Travel, booked through 12Go.
My ticket stated that for cross-border trips, passengers should be at the pickup point one hour before departure. I arrived accordingly, but no van was there. I called the number about 20 minutes before departure, and was told the van would arrive in 15–17 minutes. I asked for any identifying details about the van (color, markings, etc.) so I could recognize it, but the person on the phone did not understand English well enough to answer.
The van finally arrived just after 12:00. I only realized it was mine when I saw other passengers boarding and asked the driver directly; he checked LINE and confirmed a pickup request from Zee Zenith. The van appeared to be shared with bookings from other travel agencies, since it picked up several more passengers afterward.
Even though the van was full, it then stopped for no clear reason and did not move. When the passenger in the front seat (an Indian traveler) asked the driver when we would continue, the driver avoided the question. Shortly after, a woman got out of a BMW that pulled up next to us and handed the driver an envelope of documents, after which the van finally continued.
About 10 minutes later, the van stopped again, this time in front of what looked like an electronics retail area. The driver received two cardboard boxes each from two different shops. This clearly had nothing to do with passenger transport, and I strongly suspect it caused what happened next: at the Thai border, the van was held up at customs for close to an hour.
Because of this, a trip that was originally scheduled to arrive at 14:50, giving me ample time before my 17:45 sleeper train from Hat Yai, did not actually reach Hat Yai Railway Station until 17:35. I nearly missed my train because of this.
The delay had nothing to do with the passengers. It was caused by the driver handling unrelated document and parcel pickups, which then led to the customs hold-up. I am extremely frustrated that paying passengers were put at risk of missing important onward connections because of the operator's unrelated business activities during the trip.
I will not be booking this route through 12Go again, and I want to warn other travelers to be cautious as well.
Dari George Town ke Hat Yai, Mobil van Mobil van, Zee Zenith Travel, 19 Sep 2026
CB
Carol BThe mini-van on the PDF was luxurious-looking, clean and new. The bus that arrived for us was shabby and had a cracked windscreen and no air con.
We had also read the advice to book an extra seat for luggage - which we did - when in fact there was a luggage area in the boot.
Dari George Town ke Hat Yai, Mobil van Regional 14 Orang, New Asian Travel (New Asian Travel), 19 Jul 2026
TL
Thomas LNice and pleasant
Dari George Town ke Hat Yai, Mobil van Mobil van, Ahlin Tour, 5 Mei 2026
LT
Leanne TIt was fine, very full vehicle. Drivers English limited but satisfactory. Had other passengers translate
Dari George Town ke Hat Yai, Mobil van Regional 14 Orang, New Asian Travel, 9 Mar 2026
CQ
Casper QDriver was nice, drove good. Nothing to complain about.
Dari George Town ke Hat Yai, Mobil van Regional 14 Orang, New Asian Travel, 15 Jan 2026
G
Gideon Great service are willing to drop you off at your place of where you going can honestly say the driver was so nice when we got to Malaysia I didn't have any MRY at that time win for lunch paid for my lunch took me to the exchange center where I could exchange some money absolutely amazing service. The kindness of the drivers are beyond compare.
Dari George Town ke Hat Yai, Mobil van Mobil van, Ahlin Tour, 27 Des 2025
CM
Craig MBecause my accommodation was far from the stated pick-up point, I requested an alternative pick-up (along the route to be taken by the van). I was told I would be notified, but I never was so I had to travel into Georgetown (extra Rm16 expense) and walk to the stated pick-up. It was pouring rain so I got very wet. As it eventuated, the driver collected several passengers from their accommodation outside Georgetown and even further south of where I was staying. So for me, this part of their service was very poor.
Although the van departed Georgetown 45 minutes late, we arrived in Hat Yai close to schedule. The e driver was efficient and very helpful, including taking me to an ATM prior to dropping me at Hat Yai train station. This part of their service was very good.
Considering the ticket cost (80-100% more than several other operators), I would suggest there are better value options.
Dari George Town ke Hat Yai, Mobil van Mobil van, KST Travel (KST Travel), 17 Agu 2025
KH
Kacper HNobody has informed me that was a public holyday. I waited for a bus but it didnt arrive. I called operator company to get info what is going on and after 30min of fight they ordered a taxi for me.
Dari George Town ke Hat Yai, Mobil van Mobil van, Ahlin Tour, 3 Okt 2024