FAQ

General (6)

What happens when I make a reservation?
Once you complete your booking form :

Step 1. Pending:
Your booking is being processed. If the transfer is available, you will automatically redirect to the online payment link (PayPal payment system). You will as well receive an email that contains the online payment URL including your login details in case you would like to make a payment later.

Step 2. Payment:
You must complete the payment with Credit Card via secure PayPal payment system or you can log in the given payment link with your login details that is sent to your mailbox.
Note: Your booking will not be confirmed, until you complete the payment. Therefore, we’d suggest you to make your payment as soon as possible.

Step 3.
Final Confirmation: Once payment is completed, we will review your booking again for final confirmation. You will later receive your final booking confirmation & reservation number via your email. You will as well receive your log in details in order to access your booking on our website where you can print e-voucher and find meeting point details from there.
Can we purchase our tickets at the pier?
We are only able to accept online payments at the time of your booking. There may be boat services selling tickets at some of the piers, though prices, schedules and availability are subject to variation.
How can I get transportation to Pakbara Pier from the airport?
You can use https://www.wiligo.com transfer services from Hat Yai Airport.
Do infants and children count?
Infant is counted as one person if baby seat is required. Children aged three and over will occupy a seat and therefore will be counted as well. Our service offers free baby seats upon request, you can add a baby seat when you make a booking.
What is your policy on drunken/abusive behaviour?
Wiligo reserves the right to refuse to carry any person who is thought to be under the influence of alcohol or drugs and/or whose behaviour is considered to be abusive and could pose a threat to the driver, the vehicle or the other passenger(s).
Can you tell me more about Koh Lipe Island?
Sure, please visit our Koh Lipe Island Destination page

Transfer (6)

What's the boarding process on the day of my trip?
Firstly, please print out the e-ticket we have sent to you. When arriving at the pier, locate the ferry boat staff of the boat that's named on your ticket. Show the staff your confirmation - they will give you a sticker, and/or boarding pass. They will also point you to your boat. Most piers have staff that will help you transfer your luggage on board. In Pakbara, the staff will be sitting at booths in front of the boat loading area. Elsewhere, the staff will be near the boats usually wearing boat uniforms.
Where is the pier my ferry/speedboat departs from?
From experience, we know that this is a big concern for our customers. Therefore, we have made your pier information as clear as possible. You can find your departing pier address clearly marked on your printable e-ticket that we send to you via email. Additionally, go to our Pier Information page for the most comprehensive local pier information you can find anywhere! When booking your trip, we've made it possible for you to check pier information as you select your preferred trip. Finally, if you still need more information, contact us via email contact@wiligo.com or phone (+66 (0)81 766 3390, +66 (0)81 136 8883 (Thai)), we are happy to help you.
Where do I meet my driver at airport/ hotel?
Details of the meeting point of your arrival airport are indicated on your booking confirmation e-ticket. You can access your booking by logging in your account on our website. Complete trip information and details will be emailed to you once you complete your booking and payment. In addition, your driver will hold a sign with your name on and wait for you at the advised meeting point.

If you book to be picked up from your hotel/resort, your driver will be waiting at hotels lobby/reception approximately 10 mins prior pick-up time.

If for any reasons you cannot find your driver, please contact the listed emergency phone numbers on your booking confirmation voucher, where our local representatives will be more than happy to assist you.

We strongly suggest you to print out the e-ticket and keep it with you. If in any cases you can't find our driver at the meeting point, there are emergency phone numbers listed on the e-ticket, please contact us on those numbers.
Do I need to tip the driver?
The price paid does not include a tip. As is standard across the globe these days if you feel your resort taxi driver has been friendly and courteous, then a small tip is the norm.
What happens if my flight is delayed or cancelled?
Please inform us as soon as you know that your flight is delayed or cancelled by phone International: +66 (0)81 766 3390, +66 (0)81 136 8883 (Thai) or email us at the following contact@wiligo.com and advise us new details of your arrival so that we can amend your new transfer pick-up time accordingly.
If I miss my ferry, can I take the next one?
Yes it is possible, depending on the availability of seats. We will advise you of your next best option. In other words don't panic, there's always a solution!

Reservation (6)

What happens if I book the wrong date/time?
Please contact us by phone International: +66 (0)81 766 3390, +66 (0)81 136 8883 (Thai) or email us at contact@wiligo.com and we will amend the details accordingly. Please note that extra costs may apply if you fail to inform us in advance.
What happens if my holiday details change prior to departure?
If your details change prior to departure, please simply contact us by sending an email at contact@wiligo.com and we will amend the details accordingly. You will be responsible for any increase in the transfer price if the new resort/hotel is further away from the airport. Please note extra costs may apply if you fail to inform us in advance.
Can I change the date of my ticket?
Yes, you can change the date as long as it is not inside the 48-hour notice period (before departure time). We will be able to charge a small fee. Please send us an email to speak with one of our customer service agents who will take you through the simple booking change process : contact@wiligo.com
If I want to cancel, can I get a refund?
No, once a booking has been made, it cannot be refunded.
Why do I need to pay in advance?
It is to secure the transfer service you book with us and as well to secure that you will show up on the transfer pick-up date/time. However, in any circumstances we fail to pick you up as agreed, we guarantee to refund you with a full payment.
What does the price include?
Both one way and return trip prices include our professional driver, patrol, and expressway/motorway fee. There is no extra costs or hidden charges to be paid again from you.

Services (5)

What is the baggage allowance?
Your ferry e-ticket includes ferry transport, baggage fees and handling. The Free Baggage Allowance for one person is 20 kgs. All of your personal baggage should be allowed on board at no additional charge. The local staff reserves the right to check your bags as a security measure. If you have unusual cargo for personal or business use, please contact us if you are unsure
Is food provided on the ferries?
Nearly all of the ferries will not be serving refreshments and drinks on board. You will also be able to find snack foods and various light meals on the trip. Choices are limited, but you are sure to find something to suit you.
What is your smoking policy?
Wiligo operates a complete non smoking policy in all vehicles used.
What happens if I am travelling with a wheelchair?
If you are travelling with a wheelchair, please ensure to contact us via email at contact@wiligo.com prior to you booking to ensure we can provide the appropriate vehicle.
How safe are the ferries?
All of the ferry boats that we connect you to are regulated and approved by the Thai Navy. Each boat is seaworthy and most are relatively new and comfortable. However, you should be responsible for your own safety. As with any passenger vessel, it's wise to locate the exits and life vests when you arrive on board. We'd recommend that you are fully insured also for your piece of mind.