Frequently Asked Questions

What is Thai Go?

Thai Go is an online transfer-booking service in Thailand. We help tourists, expats, and locals book comfortable rides from airports, hotels, and cities at fixed prices with 24/7 support.

What services does Thai Go provide?

The service offers private and group transfers between airports, resorts, and cities across Thailand. A range of vehicle classes is available: from standard sedans to minivans and minibuses.

Why choose us

People choose us for simplicity and convenience: booking a transfer is as easy as in an app. No long chats or back-and-forth — everything is booked online in a few clicks, and all details are automatically sent to your email.

How do I find and book a transfer?

In the “pickup point” field of the search form, enter your departure location; in the “destination” field, enter your destination. Select a city, airport, or an exact route from the dropdown. Specify the departure date and pickup time in the “date” and “time” fields. Use “+” and “−” to choose the number of passengers.
Then click “Continue.” Choose who the booking is for: if you are traveling, select “I’m traveling”; if you are booking for someone else, select “Another person.”

Fill in all required fields in the order form. If you have questions, write to help@thai-go.app or contact our Telegram support bot.

How do I book a transfer to the airport?

In the “pickup point” field, choose the city or other location from which you need to get to the airport. The price does not depend on the exact pickup address, as long as it is within the selected area. In the “destination” field, select the airport.

Important: when choosing pickup time, account for the travel time shown on the website plus three hours for airport check-in so you don’t miss your flight.

What time should I enter?

If you need a transfer from an airport, enter your flight arrival time: this makes it easier for the driver to arrange the airport meet-and-greet.

Important: if you learn about a change to your arrival time, please inform us so we can coordinate with the carrier.

If you need a transfer from a hotel to an airport, enter the time you need to be picked up at the hotel. You’ll need to calculate your departure time. We recommend subtracting roughly three hours for airport check-in and the trip duration from your flight departure time. The approximate time it takes to reach the airport is shown when choosing a vehicle.

For example, if your flight is at 14:00 and the travel time on the site is 1 hour, you should set the pickup time to 10:00.

How long does the trip take?

The approximate travel time is shown on the website and in the voucher (a PDF you download when booking) that confirms the reservation.

Important: the duration is approximate and may vary depending on traffic, time of day, date, holidays, events, etc. If you become aware of worsened road conditions, please update your order in advance.

How should I enter my flight?

When booking a transfer from an airport, enter the full flight number you arrive on. A full flight number includes both letters and numbers.

For example, SU1870 is a full flight number, while 1870 alone is incomplete.

If you provide an incorrect flight number, the driver will not be able to track your flight.

How far in advance can I book?

You can place an order no later than 12 hours before the trip.

How do I correctly enter the address in the booking form?

Enter the exact destination address or the hotel name.

Important: the hotel address is usually listed on your hotel voucher — the document confirming your room reservation, which is sent to you after booking.

How can I check that my order was accepted?

A confirmation voucher containing your order number and all trip details will be sent to the email address you provided.

If you did not receive a confirmation email, please contact a manager at help@thai-go.app or via our Telegram support bot.

How is payment made?

There are two payment options:

1. Full prepayment on the website. You pay the full transfer price. You can pay in another currency, but note it will be converted to THB by your bank.
   
2. Cash payment to the driver upon arrival at your destination.
   

Important: cash payment is not available for your first order. The first trip must be paid by card.

In what currency will my card be charged?

Charges are made in one of two currencies — RUB (Russian ruble) / THB (Thai baht).

The exchange rate may vary and depends on your card-issuing bank.

What payment methods are available on the site?

We accept VISA, MasterCard, and MIR cards. The payment systems ensure secure transfers according to international standards. Card entry is performed on a secure page belonging to the payment gateway, which guarantees the safety of your data and the delivery of funds.

Is it safe to pay on your site?

Yes. Payments are processed by a bank certified by VISA, MasterCard, and MIR.

In which currency should I pay the driver?

Payment on the spot is only in the national currency — THB (Thai baht).

Important: please prepare the required amount in cash in advance.

The driver may refuse service and ask you to exchange money.

Do I need to pay extra for waiting time?

If you book a transfer from an airport, the price includes 2 hours of waiting from the scheduled flight arrival time. If the flight is delayed by less than 30 minutes, the driver will track it and arrive at the new time. If you learn of a longer delay, please inform the driver as soon as possible using one of the phone numbers we send to your email.

Important: if the waiting time exceeds what is included in the fare, the driver may request an additional fee.

If you book a transfer from a hotel, the price includes 30 minutes of waiting from the time indicated in the order.

Is the price per vehicle or per person?

Prices are per vehicle and do not depend on the number of passengers.

Important: the maximum capacity for each vehicle class is indicated.

Does the price depend on the travel date?

The price doesn’t depend on time of day or weekends. This differs from taxi apps and local taxis.

For example, with Thai Go you can book a taxi from the airport to the city for any day at the price shown now on the site. The only limitation is the minimum booking time rule. Please check how far in advance you can book.

Important: on certain holidays or major events (e.g., New Year), prices may increase due to higher demand.

What if I have a payment problem?

Email us at help@thai-go.app describing the issue. We will try to resolve it as soon as possible.

We also recommend a few simple steps: try a different browser for the Thai Go site; restart your device and return to payment; change the payment method if other options don’t help.

How do I change my order?

You can change your transfer in two ways:

1. In your account under “Orders” if more than 12 hours remain before the trip (click “Register” on your first visit)
2. By contacting support if less than 12 hours remain before the transfer

Important: change requests submitted less than 12 hours before the trip may not be accepted.

How do I cancel my order?

You can cancel your transfer in two ways:

1. In your account under “Orders” if more than 12 hours remain before the trip (click “Register” on your first visit)
2. By contacting support if less than 12 hours remain before the transfer

Important: for urgent cancellations (less than 12 hours before the trip), we will not be able to refund your payment.

Refund rules when canceling an order

You may cancel a booking with a full refund if more than 12 hours remain before the start of the transfer.

If the cancellation occurs later, penalties may apply in accordance with our Public Offer. Refunds are made using the same method as the original payment, within 10–12 business days.

What if I haven’t received my refund after cancellation?

If you canceled more than 12 hours before the trip, processing the refund may take 7–10 business days.

If the money hasn’t arrived after this period, please check your card statement again.

If the funds still haven’t been received, contact us at help@thai-go.app or via our Telegram support bot.

Children?

A child of any age counts as a passenger and must be included when entering the number of people during booking.

When filling in booking details, you can add the required type of child seat. Child seats are paid separately.

For group bookings of 8 or more children under 18, please contact support to clarify pricing and conditions.

Is a child seat mandatory?

Under Thai law (Amendment No. 13 to the 1979 Road Traffic Act, published in the Royal Gazette in May 2022 and effective from 17 August 2023), children under 6 must be secured in a child restraint system — a child seat or booster — that meets the safety standards of the Thai Industrial Standards Institute.

If you do not order a child seat and are traveling with a child, the driver has the right to refuse service.

How do I choose the right vehicle?

For each vehicle class on our site, we indicate the number of passengers and pieces of luggage the vehicle can carry. Each class includes example models belonging to it.

If you’re unsure which class suits you best, ask our manager.

What vehicle will I get?

We guarantee the vehicle class you selected when booking, or a higher class in comfort or capacity.

Important: makes and models shown on the site are for reference and may differ; vehicles are unbranded — they do not bear the Thai Go logo.

How do I know a vehicle’s capacity?

Each vehicle has its own capacity, indicated on the site when searching for a route.

One standard piece of luggage is a bag or suitcase whose length, width, and height sum to no more than 158 cm. Hand luggage may be taken into the cabin.

Important: if you are transporting non-standard luggage (e.g., bicycles, strollers, wheelchairs, oversized suitcases, golf clubs, etc.), please consult us at help@thai-go.app or via our Telegram support bot.

What if I have non-standard luggage?

The combined length, width, and height of standard luggage must not exceed 158 cm. Any larger item may be considered non-standard.

If you are traveling with non-standard luggage (bicycles, strollers, wheelchairs, oversized suitcases, golf clubs, etc.), please indicate this in the “Order comment” field during booking.

You may also consult us at help@thai-go.app or via our Telegram support bot.

What if my flight is delayed?

If your flight is delayed by less than 30 minutes, the driver will adjust their arrival time.

If you learn of a longer delay, please inform the driver or Thai Go support at help@thai-go.app or via our Telegram support bot.
Please provide your order number and the new arrival time.

Important: if the waiting time exceeds what’s included in the fare, the driver may request an additional fee.

What if my flight arrives early?

If you arrive earlier than your scheduled transfer time, the driver with the name sign may not yet be among the greeters. You can call or send an SMS to the driver to speed up the airport meet-and-greet.

Important: if possible, do not leave by a regular taxi from the airport to the city. In that case, we will be unable to refund your money.

Will I be taken directly to my hotel?

If you need a transfer to a hotel, enter its name or exact address in the “Destination address” field.

You can also inform the driver about the hotel’s location by adding extra details in the order comment.

Can the driver make a stop or go to another address?

If you need a long stop or a detour off the route, you can agree on a price with the driver on the spot or arrange it in advance through support.

The email you receive after booking, which confirms your reservation, states the price for the specified route without additional stops or detours.

What if I’m traveling with pets?

We are pet-friendly and will ensure comfortable travel with your pets. To activate the service, add the “I’m traveling with pets” option when booking.

For everyone’s comfort, we ask that pets travel in a carrier and that you have any necessary documents. Please keep your pet in the carrier throughout the trip.

How will I find my driver?

For departures from an airport, the driver will meet you at a designated meeting point. It is specified in the email we send to you immediately after booking.

Important: the driver will be holding a name sign with the first and last name specified in your order.

For trips from a hotel, the driver will wait for you in the car. For additional assistance regarding the meet-and-greet, contact us at help@thai-go.app or via our Telegram support bot.

How can I contact the driver?

One day before the transfer, we will send the driver’s contact information to your email. This information is also available in your account under “Orders.”

Important: call or text the driver if your flight is delayed by more than 30 minutes or moved to a different time, or if you are delayed while collecting baggage at the airport.

Will I definitely be met?

We guarantee the driver will do everything possible to meet you.

The driver will have your phone number, and you will have theirs. Please keep your phone on. If you cannot reach the driver, contact our support.

What language does the driver speak?

We try to select carriers whose drivers speak at least English.

However, we cannot guarantee a specific language. The driver will have all the essential route information, helping you avoid communication issues and language barriers.

What if no one meets me?

If you can’t find the driver, check the greeters’ signs again. The driver may have missed you as you came out.

If the driver is unreachable, be sure to contact support. In the worst case, book a taxi from the airport to the city, or a transfer from the hotel to the airport or train station at the front desk, or along another route your driver was supposed to take you.

Important: if the driver fails to meet you, we will refund your money.