FAQ

FAQ

Why can’t I find my order?

You can log in with Facebook, LINE, Google+ or your email. When logging in You will be creating multiple accounts. Please note that orders made from different accounts cannot be combined. Not sure which account you used to make a booking? and the order was not found Please contact oktogo.app customer service.

 

How far in advance can I book a trip?

You can book your trip 6 months before your travel date or as late as 48 hours or more.

 

Why can’t I select my desired travel date on the service page?

If you cannot select your desired date It means that that day Unavailable (e.g. insufficient processing time or fully booked)

 

How to make a reservation: Before making a reservation

 

Can I make a reservation for friends or family?

Yes, we recommend that you designate a representative as a friend or family member. so that we can contact them directly.

 

Can I buy travel insurance with oktogo.app?

oktogo.app does not provide travel insurance. We recommend contacting an authorized travel agent or insurance company. To order travel insurance

 

Can I reserve directly through the office?

We only accept bookings made through our online website. Prices and packages Available locations will be displayed when you select a day. If the date or time is greyed out This means that the product or service is not available on that day or time.

 

I don’t have hotel/flight information yet. Can I tell you this information before the trip?

The information we request is necessary to make a reservation. Therefore, we recommend that you confirm all such information before booking.

 

How do I get the driver’s information? Where can I get it?

We will send you driver information before your departure date. Please check information via email.

 

How do I know the meeting place?

You can find the information on our website or on the voucher we send you after your booking is confirmed. along with the distributor’s contact information via your email. 

 

How to make a reservation: After booking

 

Payment completed But still haven’t received the confirmation email?

You can contact for more information at “”Contact oktogo.app”” so that the staff can send you booking confirmation information.

 

If you choose the wrong day Can it be changed?

You can check this from the cancellation policy of that service. Some services may incur a change fee after booking. We recommend reading all product or service details before booking.

 

How to make a reservation: Voucher

 

How long does it take to issue a voucher?

Every service on oktogo.app is a pre-booked product or service. And because the processing time for each service is different. We confirm that we will send you the voucher via email within 24 hours of your departure.

 

Do I need to print out the voucher?

Necessary for your good travel experience. We recommend that you print out the voucher and bring it with you. In the event that electronic equipment cannot be used

 

Haven’t received your voucher or confirmation email yet?

Option 1: Please check the information via your email. Or check your spam box.

Option 2: You can login to oktogo.app and check in “Order List” then click to download online voucher.

Option 3: You can contact “Contact oktogo.app” for further assistance.

Payment and Receipt: Payment

What methods can I pay?
You can pay with credit/debit cards (VISA, MasterCard and American Express), PayPal, Apple Pay, Google Pay, Alipay, Line Pay and WeChat Pay.
Please note: Some payment methods may not be available in your selected currency or country/region.

Can I pay in cash?
Because oktogo.app is an online platform. We are unable to accept cash payments.

Will my payment be secure?
Your payment information is protected by encryption from a secure and reliable third-party payment system. If you choose to save your card information Your payment card details are encrypted. and stored securely within our payment system.

Why was my booking unsuccessful? Even though the payment has already been made?
oktogo will send you an email explaining the problem and how to resolve it.
If you do not receive this email Please check with your bank/credit card provider/payment provider to determine the status of the transaction.

What currencies does oktogo support?
Payments are supported in various currencies including US Dollar, Hong Kong Dollar, Singapore Dollar, Chinese Yuan, Taiwan Dollar, Malaysian Ringgit, South Korean Won, Thai Baht, Philippine Peso, Vietnamese Dong, Indonesian Rupiah, Euro. , Pound Sterling, Swiss Franc, Danish Krona, Icelandic Krona, Norwegian Krona, Swedish Krona, Russian Ruble, Cambodian Riel, Macanese Pataca, Australian Dollar. , New Zealand Dollar and Japanese yen
We also support displaying prices in 17 other currencies (payments are not supported). You can view the full list. By moving your mouse over the currency symbol on the home page.
For currencies in Southeast Asian countries not listed above. You can pay in Singapore dollars. For other currencies not listed above You must pay in US dollars.
oktogo.app does not charge additional administrative fees for activity bookings. However, some banks may charge international transaction fees. If you do not pay in local currency according to your payment card. Please check with your bank before booking.

Payment and Receipt: Receipt

Where can I check my receipt?
1. Go to the booking page on oktogo.app.
2. Find the reservation for which you want to check the receipt and select “View more”.
3. Select “View Receipt”.

What do I have to do? What if I want to include the event participant/company name on my receipt?
Please contact us through “Contact oktogo.app”, then select “Other questions” and submit a receipt correction request.

Changes and Refunds: Changes

How can I amend my booking?
You can manually edit the booking details for some activities (e.g. activity date, participant information, special requirements, etc.).
1. Go to the booking page on oktogo.app.
2. Find the booking you want to edit and select “View more”.
3. Select “Edit Reservation” in the Reservation Details section. and edit the required information
You will receive a revised voucher after your edits are confirmed.
However, if you encounter the message “Cannot edit booking” appears under your booking. This means that you cannot amend your booking.
Do you still need help editing your booking? Please contact us through “Contact oktogo.app” and select “Edit Booking”.

Will I receive a notification after I manually edit a booking?
You will receive a revised voucher. After your edits are confirmed via your email.


Changes and Cancellations: Refund

How do I cancel my booking and get a refund?
This depends on the cancellation policy of the service you booked.

Free cancellation
You can cancel your reservation yourself. within the time specified in accordance with the cancellation policy To do this, follow the steps below:
1. Go to the booking page on oktogo.app.
2. Find the booking you want to cancel and select “View more”.
3. Select “Request a refund” in the booking details section.

Conditional Cancellation
Please check the cancellation policy stated on the service page. For more details If you want to request a refund Please contact us through “Contact oktogo.app”.
Cannot be canceled
This activity is non-refundable.

What do I have to do? What if my flight is canceled or delayed?
It depends on the service you book. For services that can be canceled for free You can cancel your reservation yourself. within the time specified in accordance with the cancellation policy
For services with other types of cancellation policies Please contact us through “Contact oktogo.app”, then select “Cancel booking” and submit the relevant documents (such as flight cancellation certificate) as evidence.

What is a conditional refund request?
This means you can cancel your booking. As long as the cancellation is in accordance with the stated conditions. Please check the activity terms and conditions. For more details
If the conditions are met Please contact us through “Contact oktogo.app” and then select “Cancel Reservation”.

What do I have to do? What if I’m late on the day of service?
The operator cannot wait for latecomers. Therefore, please arrive on time or in advance of the entrance time.
If you encounter a problem that causes an unexpected delay. Please contact the operator.
Please note: Refunds cannot be processed. If you request a refund due to being late Except in the case of unforeseen circumstances (e.g. flight cancellation, etc.), in this case please contact us through “Contact oktogo.app”, then select “Cancel Reservation”” and send the relevant documents (e.g. certification of flight cancellation) as evidence
Please check the activity terms and conditions. For more details on cancellation policy

What do I have to do? What if my service is canceled due to bad weather or force majeure?
If the operator cancels your booking Your booking will be canceled and you will receive a refund.
If the operator does not cancel your activity Please contact us through “Contact oktogo.app” and select “Cancel Reservation” to request a refund.

Cancellation Policy
Cancellation policy: During booking: Airport transfer

If you are unable to cancel during booking Can cancel for free

Cancellation policy: During booking: Car rental with driver

If you are unable to cancel during booking Can cancel for free


Cancellation policy: After booking: Airport shuttle

Once you have made a reservation and made payment If you want to cancel your service, please notify us 48 hours in advance.
If you want to cancel within 48 hours, we will refund 50% of the reservation when it’s time to use the service if you want to cancel the reservation. We reserve the right to make refunds in all cases.

Cancellation policy: After booking: Car rental with driver

If you want to “”cancel”” the “”Early Bird”” promotion, you must inform us 7 days in advance before the day of service.
Need to “cancel” the “Hot Deal” promotion. Refunds cannot be made in all cases.

If you notify “cancellation” 7 days before the service date, we will provide a 100% refund.
If you notify “cancellation” 3-6 days before the service date, we will refund 50%.
If you notify “cancellation” 1-2 days before the day of service, we reserve the right to refund in all cases.


Your oktogo account: registered account

How do I create an oktogo account?
You can register for free using your email address or mobile number. Or log in through your Facebook, Google or Apple ID account.
Register using your email address.
1. Select “Sign up” on the oktogo.app home page.
2. Enter your email address and set a password, then select “Sign Up”.
3. Check your email inbox. and activate the account via the attached link.
4. Return to the oktogo.app home page and log in to get started.
Register using your mobile phone number.
1. Select “Sign up” on the oktogo.app home page or go to the account page on the oktogo.app application and select “Log in/Sign up”.
2. Enter your mobile phone number to receive a verification code.
3. Enter the verification code received. and set a password
4. Select “Sign Up” and start using it.
Register with your Facebook, Google, or Apple ID account.
1. Select “Sign up” on the oktogo.app home page or go to the account page on the oktogo.app application and select “Log in/Sign up”.
2. Select the desired platform. Then enter your username and password to log in.

What do I have to do? If I don’t receive it “Verification code”?
Please contact us through “Contact oktogo.app” and select “Other questions”.

Service: Airport shuttle service

Price shown in search results What items are included?
The price shown is the total fare for one bus. Including parking fees Taxes and tolls The price is subject to change according to the supply conditions at the time of the search.

What does “all fees included” mean?
“All service fees included” means basic service fees, parking fees, taxes and expressway fees. Additional service charges may apply. If you require additional services such as child safety seats

What does “good trip” mean?
“Good Trip” means giving a tip to the driver in the event that the driver has already dropped you off at your destination. It’s up to you whether you offer a service fee or an additional gratuity. There is no mandatory payment period.

If my booking is confirmed Can I change my booking information?
You can change your reservation information under the following conditions.
(1) your booking complies with our cancellation policy; or
(2) Your chosen service provider can fulfill your request.
If your request is made within the specified cancellation period. You can cancel your original booking and make another booking with the correct details. However, if your request is made after the specified cancellation period, Changes to your booking may be accepted. It depends on how quickly you inform oktogo or the service provider.

Should I choose my airport pick-up time when my flight lands?
For domestic flights If you need to collect your baggage We recommend that you book your pick up time 30-40 minutes after your flight lands. But what if you only have a carry-on bag? You can book a pick up time approximately 20 minutes after your flight lands. However, if you are arriving on an international flight, You should book your pick up time approximately 1 hour 30 minutes after your flight lands. To allow extra time to clear immigration and customs, we also recommend that you contact your driver as soon as your flight lands. This is to inform the driver that you have arrived.

What does this include? How many pieces of luggage can I bring? Will my luggage fit the size of the bus?
Anything that needs to be stored in the trunk of a bus is considered baggage. A handbag is a bag that you can place on your lap when sitting in the car. Large items (e.g. bicycles, baby strollers, foldable wheelchairs, etc.) will be counted as 2 pieces of luggage. You can check the amount of luggage you can carry on the bus at the luggage icon on the page. activities, please check the amount of luggage you have before selecting a vehicle.
A standard sized suitcase must not exceed the total dimensions of 62 inches (157.48 centimeters) or 27 x 21 x 14 inches (68.58 x 53.34 x 35.56 centimeters) and weigh approximately 50 pounds (22.68 kilograms). The standard size of luggage that must be checked on most airlines is standard.

What does “free waiting period” mean?
Free waiting period This is the time the driver will be waiting to pick you up after your chosen pick up time. (In case you are delayed due to immigration Baggage claim point or customs) without additional service fees.
Most of our carriers are constantly monitoring the status of your flight. And he’ll make sure the driver is still waiting at the airport when your flight lands. In case your flight is delayed We recommend that you contact “contact oktogo.app” or the local operator in advance. Please request an extension of the waiting time until you meet the driver. In this case, additional fees may apply.

Are the buses in service accessible for wheelchairs?
Most buses allow you to bring a foldable wheelchair. However, the driver is required to store your wheelchair in the boot of the vehicle. Please be mindful of the amount of luggage you bring as well. We will do our best to accommodate your needs. However, some buses are not wheelchair accessible. You will receive a picture of a bus with a wheelchair ramp. If your bus is wheelchair accessible Please indicate in the “Special Requests” box that you will be bringing a foldable wheelchair before confirming your booking.

When I arrived at the airport Where can I meet the driver?
The pick up location for each service provider may vary. Please check the booking confirmation email for details regarding pick up.

If the travel plans change Can I cancel my booking?
You can cancel your booking by clicking “Request Refund” on the booking details page. or send an email to support@oktogo.com Please note that if you cancel your reservation after the specified period, You may not receive a full refund.

Why did the price of the bus I selected change while I was making a booking?
Prices displayed for private transfers are only available for 15 minutes from the time you search. Thereafter the price may change. However, you will receive a message notifying you of the price change and asking if you still wish to proceed with your booking. Please note that we will never charge or take any action without your consent.

Are children or young children included in the passenger count?
Children or young children under 7 years of age who wish to have their own seat on the bus will be counted as a general passenger But there will be no service charge. Unless child and small child safety seats are specified in special cases.

If the driver is late or I can’t find the driver What do I have to do?
In case you can’t find the driver
1. Please check the pick up information on your oktogo.app voucher to confirm you are at the correct pick up point. The pick up information you receive is the same as the local operator.
2. Please check your registered email address to see if you have received an email from the operator. Also check the other contact methods you provided when booking. Most airports have free WiFi. If you can’t connect to the airport WiFi signal, Try searching for WiFi signals in convenience stores or cafes within the airport.
3. If you still can’t find your driver Please contact the local operator using the contact method specified on your oktogo.app voucher. In this case, you cannot call or there is no response from the operator’s contact number. Please contact customer service “Contact oktogo.app”.

How can I contact the driver?
The driver’s contact information will be sent to you at the time of booking or before your departure time. According to the conditions of each local operator
If you do not receive the driver’s contact information You can contact the local operator directly. Or contact customer service “Contact oktogo.app” 24 hours a day.

What are the surcharges and when will I be charged them?
In some cases, the local operator may charge additional fees in addition to the normal price. It will depend on the conditions of each service. We recommend that you read the terms and conditions regarding any service fees that may apply before booking. Conditions regarding additional fees will be clearly stated in the description of each activity.
Examples of surcharges are as follows:
● Pick up or delivery service outside the service area.
● Child safety seats
● Waiting for overtime
If you feel you have been taken advantage of by any additional fees, please contact us at “Contact oktogo.app” and select “Report a problem with an existing booking.” An oktogo customer service representative will quickly assist and get back to you.

Do I have to tip the driver?
You do not need to tip the driver. (unless specified in the service description), but you may tip voluntarily.
Please note: Tips you give to the driver cannot be refunded under any circumstances and tips will not be included on the receipt.

If I need a receipt What do I have to do?
You will receive a receipt for every booking you make from oktogo. You can check your receipt. To do so, log in and go to the “Reservations” page, then click “View More” under the activity and click “Receipts.”

How do I book an airport transfer?
You can book this service quickly and easily! Just fill in the appointment information. Date and time you want to use the service and number of passengers, then click “Search” to find the service that is most suitable for you. Once you’ve found your preferred airport transfer, click “Book Now” and complete payment.

Which airport shuttle services are available at oktogo.app?
oktogo offers airport transfers in major provinces. Whether it is Suvarnabhumi Airport, Don Mueang, Chiang Mai, Chiang Rai, Udon Thani, Krabi, Phuket, Hat Yai, Nakhon Si Thammarat. and Surat Thani etc.

My flight was delayed. Can I change the pick up time for my booking?
We’re sorry to hear that your flight was delayed. But don’t worry. Because our carriers are always monitoring your flight status. So as long as your flight number doesn’t change. The driver will still be waiting for you at the airport.

How far in advance should I book my transfer?
We recommend that you make reservations at least 2 days before your travel date. So you don’t miss out on excellent service at the best prices. Most of our operators have a policy that allows you to cancel your booking up to 24 hours before your chosen pick up time. Without any fees, so you don’t need to worry. If your trip suddenly changes

Service: Car rental with driver

What does “all fees included” mean?
“All service fees included” means basic service fees, parking fees, taxes and expressway fees. Additional service charges may apply. If you require additional services such as child safety seats
Except that the driver’s lodging is not included. In the case of using the service Overnight “”Private Trip””
If you use the service Overnight “”Private Trip”” requires paying the driver an accommodation fee of 500 baht per night or the actual price at the point of payment.

What does “good trip” mean?
“Good Trip” means giving a “tip” to the driver in the event that the driver has already dropped you off at your destination. It’s up to you whether you give the driver an additional service fee or gratuity. There is no mandatory payment period.

What documents do I need to bring when going to use the service?
When coming to use the service You need to have:
1.Identification Documents: Drivers must present photo identification documents. (Passport or National Identification Card) or any identity verification document to the car rental company.
2.Printed Voucher: The driver must present the printed voucher when picking up the vehicle. Additional service fees will be charged. If such document cannot be presented

What payment methods can I use?
You can book your car rental using a credit and debit card. Supported payment methods will be informed to you during booking.

What is the no-show policy?
A “no show” status occurs for the following reasons:
(1) You did not notify the car rental company of your cancellation before the appointed time.
(2) You are unable to use the service on the scheduled appointment date and time.
(3) You cannot present documents required for using the service.

What is the cancellation policy?
In most cases, you will be able to request a full refund. If you cancel your booking within 48 hours of pick up, however, Some providers may allow you to cancel free of charge. If you cancel approximately 12 hours before the service. If you cancel after the free cancellation period has expired You will receive a refund of less than the full amount you paid or you may not receive a refund at all if you cancel after your scheduled chauffeur rental start time. There will be no refunds if you do not come to use the service. (usually counted as No refunds will be issued for “no shows”. The rental company will consider that you “No Show”” if you do not come to pick up the vehicle (e.g. you do not arrive on the appointed day and time You do not have all required documents. Some car rental companies have their own cancellation policies. You can check this in the terms and conditions of your booking.

Why do I need to provide my flight details?
Notifying your flight number This will let the car rental company know about your arrival time. Including possible delays, this information will allow the car rental company to keep your car for you. In the event of a flight delay, however, please contact oktogo.app as soon as you become aware of your flight delay.

What additional services are available?
Additional services There will be safety seats for small children. and wheelchairs for adults Price and service availability It will be notified in “Additional services” where you will be required to pay additional services. During booking

What is the fuel policy?
Fuel policy Explains how to pay for gas for a rental car with a driver: Do you need to fill up the tank before returning the vehicle? You can check the description of each type of car’s fuel policy yourself. Most cars are covered by this type of policy. “Return with a full tank of gas” means that the vehicle you pick up will have a full tank of gas and you will need to refill the tank before returning the vehicle.

Can I reserve a car by specifying the manufacturer, model and color of the car?
You can search for “car model” to select a car type. Seating capacity, gear and luggage storage space We will be the ones who select. The best type of car at the best price for you to choose from

Service: oktogo coupon or voucher

How can I get an oktogo coupon or voucher?
You can receive your coupon or voucher via email. Additional information and details will be provided in the email.

Can I redeem my oktogo coupon balance?
Because oktogo.app is a buy-out service platform. Vouchers once purchased cannot be redeemed or reused or carried as balance. We recommend that you use it all at once.