AV
Alba VDear 12Go Customer Support Team,
I am writing to submit a formal complaint regarding my booking with Khao San Travel Bus Asia, due to a serious failure in the transport service booked through your platform.
My scheduled pick-up time was 9:30 AM today, 14 November 2026. However, the vehicle did not arrive at the agreed time.
At 9:45 AM, after waiting without receiving any information or notification, I contacted the transport operator directly using the telephone number provided.
I was then informed, unexpectedly, that the pick-up time had been changed to 1:30 PM.
I want to emphasise that:
* I received absolutely no prior notification of this schedule change.
* Nobody contacted me by phone, email, SMS or through the booking platform.
* The change was made without informing me or obtaining my agreement.
* I had a flight departing at 4:00 PM, meaning that the new pick-up time would have made it impossible for me to reach the airport on time.
As a result of this unacceptable situation, I had no choice but to arrange and pay for a private taxi at my own expense in order to avoid missing my flight.
This situation caused unnecessary stress, additional financial expenses and a serious disruption to my travel plans.
I consider this a significant failure of service and a lack of basic communication and responsibility on the part of the transport operator.
I am therefore formally requesting:
1. A full refund of the original transport booking, as the service was not provided under the agreed conditions.
2. An investigation into the conduct of Khao San Travel Bus Asia.
3. Appropriate action to be taken to prevent other passengers from experiencing the same situation.
4. A written explanation of why the schedule was changed without any prior notification or consultation with the passengers.
I booked this service through 12Go trusting that the confirmed schedule would be respected. It is unacceptable that a passenger should have to discover a major schedule change only after contacting the operator themselves, particularly when they have a flight to catch.
I would appreciate this complaint being treated seriously and escalated to the relevant department.
I look forward to receiving confirmation of my full refund and a satisfactory response regarding the measures you intend to take.
Kind regards,
Bangkok — Kanchanaburi, Minivan Luxury Van, TravelBusAsia, 14 lis 2026
KP
Ken PReally good trip! The journey was quick and easy, with a direct ride to the destination. The staff were polite and friendly. Everything went smoothly, and I had a good experience overall.
Bangkok — Kanchanaburi, Minivan VIP Direct 10 PAX, Vivatrip, 12 lis 2026
M1
Mat 1The trip was smooth and comfortable. We arrived on time, and everything went well without any problems. Overall, a good and hassle-free experience.
Bangkok — Kanchanaburi, Minivan VIP Direct 10 PAX, Vivatrip, 12 lis 2026
DW
Dianne Wused before & impressed- will use again
Bangkok — Kanchanaburi, Minivan Luxury Van, TravelBusAsia, 4 paź 2026
LK
Leonid KGreat ride, AC and wifi were working well and the driver is very friendly.
Very recommended.
Bangkok — Kanchanaburi, Minivan Luxury Van, TravelBusAsia, 1 paź 2026
MT
Mr TThe van was very clean, comfortable and the driver was safe. He gave us all a bottle of cold water too.
Bangkok — Kanchanaburi, Minivan Luxury Van, TravelBusAsia, 27 wrz 2026
CS
Cathrine SWell organised an on time.
Bangkok — Kanchanaburi, Minivan Luxury Van, TravelBusAsia, 18 sie 2026
D
Dirk Goed driver - excellent on time
Bangkok — Kanchanaburi, Minivan Luxury Van, TravelBusAsia, 20 lip 2026
ER
Eline RWe left and arrived on time. The vehicle had good working airconditioning and was comfortable.
Bangkok — Kanchanaburi, Minivan VIP Direct 10 PAX, Vivatrip, 9 lip 2026
MD
Marit DComfortable trip
Bangkok — Kanchanaburi, Minivan VIP Direct 10 PAX, Vivatrip, 9 lip 2026