Frequently Asked Questions

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-trip.com or contact our Telegram support bot.

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.

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.

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.

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.

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

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.

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-trip.com or via our Telegram support bot.

The order is fully paid online on the website — by bank card via Stripe or from Russian banks via SBP (Faster Payments System). You can pay in another currency, but note it will be converted to THB by your bank.

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.

Payments are processed through two secure gateways. Stripe — Visa, Mastercard, JCB, American Express cards. SBP — payments from Russian banks via the Faster Payments System from an account linked to a Mir, Visa or Mastercard card. Card and bank details are entered on the gateway's secure page — Thai Go never stores or sees them.

Yes. Payments are processed by certified payment systems — Stripe (PCI-DSS Level 1) and SBP. We do not store card data.

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 message us in the Telegram support bot or at help@thai-go-trip.com with your order number and the new arrival time — we'll pass it to the driver.

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.

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

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

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.

Email us at help@thai-go-trip.com 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.

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.

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.

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.

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-trip.com or via our Telegram support bot.

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.

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.

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-trip.com or via our Telegram support bot.

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-trip.com or via our Telegram support bot.

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 Thai Go support as soon as possible at help@thai-go-trip.com or via our Telegram support bot.
Please provide your order number and the new arrival time — we'll relay it to the driver.

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

If you arrive earlier than your scheduled transfer time, the driver with the name sign may not yet be among the greeters. Message us in the Telegram support bot or at help@thai-go-trip.com with your order number — we'll let the driver know you're already there.

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.

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.

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.

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.

For departures from an airport, the driver will meet you at a designated meeting point.

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-trip.com or via our Telegram support bot.

You can't reach the driver directly — we don't share their contacts. If you need to pass something to the driver (your arrival time has changed, you're delayed at baggage claim, you're running late to the meeting point) — message us in the Telegram support bot or at help@thai-go-trip.com with your order number, and we'll relay it quickly.

Important: 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 — message our support so we can adjust the meet-up promptly.

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

The driver waits for you at the scheduled time and the agreed place: at the airport — with a name sign in the arrivals hall, at an address — by the entrance at the scheduled time. If anything changes or you need help, message us in the Telegram support bot or at help@thai-go-trip.com — we'll relay it to the driver promptly.

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.

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

If you can't find the driver at the scheduled time, please message our support or help@thai-go-trip.com — we'll reach the driver and help you meet up. 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.