Confusion
1. Dislike that the insurance is included by default when making a booking (I had just scrolled past that section knowing that I didnt need insurance). I do give 12 GO full credit for quickly reversing it when I complained, however.
2. I am confused that, while I booked a service that is fully refundable until a certain date, when I look at the cancellation provisions for my trip, 2 different amounts are listed.
3. Finally, it is confusing that your various communications switch between currencies.
Reply from 12Go
Dear Susan,
Thank you for sharing your feedback — we truly appreciate it.
Regarding the insurance, it’s an optional add-on that appears by default during the booking process but can be deselected before payment. We understand how this might have caused confusion, and we’ll make sure to pass your feedback to the relevant team to improve the clarity of this step.
As soon as we received your message, we canceled the insurance policy and processed a full refund for it. We sincerely hope this resolves your concern and that you’ll consider updating your rating to reflect your overall experience with our service.
Volodymyr, 12Go Team